As a Customer Experience Specialist, you will use your customer, research, and translation skills to make an impact by optimizing and developing products, customer journeys, and strategies. Thereby, you actively work on transforming the organizations that you work for.
Working as CX Specialist at Digital Power
You will help your clients understand their customers and their behavior. Next to that, you will contribute to a sustainable change for our customers by setting up processes, giving training, and organizing sessions to define and align metrics. Accordingly, you are not a stranger to quantitative data, but you also feel comfortable conducting qualitative research.
As a Customer Experience Specialist, you help clients become truly customer-driven. You are a driving force behind evidence-based decision making. Asking the right questions and selecting appropriate methods within the specific client’s context are among the key elements of your job. Once you’ve applied specific methods, you answer the research questions, and translate the insights gained into action.
You will work in various multi-disciplinary teams together with colleagues from Digital Power and/or customer teams. Every time your stakeholders wonder what their customer truly thinks and feels, they know that they can quickly turn to you for help and advice. You enjoy sharing your knowledge with your colleagues and our network. You do this in your own way, for example, by providing training or coaching junior colleagues.
In addition to your assignments, you will be part of our in-house community. Together, we learn from one another and help each other to become even better! If you feel stuck or have a question, our entire team will be there for you.
Good to know
Currently we are only hiring Dutch and EU/EEA citizens. We are in the process of becoming a sponsor for non-EU citizens, however we cannot make any promises at the moment. Also, you must live in the Netherlands during your employment at Digital Power.
Passionate about data
- Understanding and optimizing products, customer journeys, and organizations makes you feel energized
- You’re comfortable with various quantitative and qualitative research methods
- You have a research mindset; you go the extra mile to ask and answer the right questions
- You’re able to determine the right method to find answers to the questions within the specific context
- You easily understand, translate, and visualize abstracts concepts
- You are capable of translating insights from behavioral analytics and research into action
- You can create useful and actionable metrics for products, journeys, and organizations
- You have 2 - 4 years of experience as a Customer Experience Specialist
Familiar with and/or willing to learn:
- Behavioral analytics tools (e.g. Google Analytics, Adobe Analytics, Amplitude Analytics, …)
- Experience analytics tools (e.g. Hotjar, MouseFlow, ...)
- Digital research tools (e.g. Optimalworkshop, UsabilityHub, Maze, …)
- AB Testing / Experimentation tools (e.g. AB Tasty, Convert, VWO, Optimizely, …)
Training & Education
- Preferred background in Human Technology Interaction, Applied Cognitive Psychology, Human Computer Interaction or similar.
- You are fluent in English, both spoken and written
- You value knowledge sharing
- You believe that a good atmosphere at work is just as important as your role
- You get a positive impression from our Careers page
What we offer
We offer a starting salary of €2800 - €6500 gross per month, depending on your knowledge and experience.
Unlimited training budget and arrange your own working hours: read here about all the other things we can offer you.
How does your day look like as a CX Specialist at Digital Power?
You start your day by attending a stand-up with your client’s scrum team. Next, you review the data from your latest experiment and analyze the results. You discuss how to use these results to optimize the flow with your colleague. You decide to take a long lunch break followed by a workout. Later, you create a visualization to understand your customer by creating user flows and customer journeys. You book some time during the CX meet-up next Friday to share your progress with your colleagues at Digital Power and ask them for feedback. In the evening, you work for an extra hour to make up for the time off around lunchtime.
As long as you communicate clearly and are available for your clients and colleagues, you are free to allocate your time independently.
Each week is a combination of working on-site at customers’ premises, working from home, and, of course, fun time at one of our offices in Amsterdam or Den Bosch. Do you prefer to travel sustainably and flexibly using public transport? Great, you can do that for free, even outside of working hours and on weekends. Is a (temporary) car more convenient for you? Let’s discuss this, many options are available.
Organize your work week the way that suits you best. As long as you deliver excellent work, your clients are satisfied, and your colleagues can rely on you, we are happy and proud to have you as our colleague!
Do you want to work on these kind of CX challenges?
Data-driven optimisation of offline customer service
For some time now, we have been assisting PostNL's customer service department with the optimisation of their online service & contact environment. Various pilots showed that there was also a lot of potential in improving the offline service.
Data-driven web and customer experience optimisation
Eneco customers can enter into or change an energy contract via the website, but also purchase a charging station or hire an energy coach, for example. Eneco wanted to bring in more expertise regarding the field of digital analytics. We helped Eneco find an extra Web analyst with whom this ambition could be fulfilled.
Product analytics for essential insights into usage and usability
KLM employees work with various applications on a daily basis. For example, the ground staff uses Appy2Help. This digitises work processes and supports employees in answering all questions from passengers. iMech helps to free up more time for maintenance instead of administration and the intranet is my. klm is the starting point for everyone within KLM to find information. KLM asked us to support various teams in developing good applications using insights from user data.
Higher customer satisfaction and increased conversion by setting up an A/B test environment
Vodafone started a 3-month 'digital boost' project with the aim of improving the conversion of the online shop. The project team consisted of external digital professionals, each with their own specialism. As part of this project, we set up an A/B test environment with the aim of improving the user experience and thus increasing conversion.
Measurable impact Service Design team on UX internal tools
KLM Digital Studio builds innovative digital solutions to make working at KLM more efficient, effective and enjoyable. One of the teams within Digital Studio, the Service Design team, is concerned with user experience. They conduct user research, build designs and test design ideas for new digital solutions. KLM asked us to provide insight into the impact of this team on the UX of its internal tools.
App optimisation for a better user experience
'How do we make our app more accessible to people from Vietnam?' During a Learning @ Location Day, our multi-disciplinary team of data professionals worked on this Oxfam Novib challenge.
More online conversions thanks to an improved UX thanks to a user experience review
A Smart Security Scan is a tool that allows you to test the security of websites. The reports showed that something went wrong in the flow where people have to verify their IP address to be able to scan. We went looking for a solution. We also gave tips to optimise online conversion.
Customer Experience Optimisation
Residential investor Vesteda is working on a new website. This must offer (potential) tenants and B2B customers, such as investors and pension funds, an optimal online experience. Buyer personas of the various B2C target groups had already been developed. Together with Vesteda, we also started to map out the B2B target groups. In addition, together with the customer, we developed the optimal customer journeys for the most important buyer personas.
More employee engagement using inspirational sessions about the employee experience
In the tight labour market, professionals no longer choose their new employer only because of the employment conditions. Increasingly, they decide whether or not to come on board and stick around based on employee experience. The 'employee experience' is therefore important in all phases. Not only at the recruitment and selection level, but also, for example, when processing a claim.
Be inspired about Customer Experience
Working as a Customer Experience Specialist
A job as a Data Analyst at Digital Power: What does this job look like in practice? What skills are required? And what kind of work will you do? Marloes talked to Jasmijn, Customer Experience Specialist, to get an idea. Listen to the Dutch podcast or read it in the article below!
The 'app rating' as a metric for your product team
Before downloading a new app, consumers often look at the app's rating. This is shown in stars with 5 stars being the highest rating. What does the app rating mean for your organisation? And for your users? The app rating is a metric that accurately reflects the tension field between marketing and product. While the importance of a high rating is obvious, a shortcut can be taken on the way to it. How does your organisation use the app rating?
Data-driven optimisation of your digital service environment
Good service is important for customer satisfaction and loyalty and therefore very valuable for companies. Many companies offer services digitally. Customers can then find information about a product via a website or app. Optimising this digital 'service environment is best achieved with the help of data.
Get more value from your development team with the help of a CX specialist
Is your organisation's backlog of the development teams overcrowded? Then you may be of the opinion that investing in Customer Experience (CX) specialists is not a good idea at the moment. This is based on the assumption that the CX team will come up with suggestions for improvements for the website/app and therefore 'burden' the development backlog even more. Yet there is definitely added value in investing in a CX specialist, even when there is high pressure on the development capacity. PRECISELY when there is a high pressure on the development capacity…
5 CRO pitfalls and tips to professionalise
Do you want to get more out of your conversion rate optimisation process, or do you want to know which pitfalls there are and how to avoid them? This blog article contains 5 tips on how to professionalise your CRO process so that you can get more value out of it.
Is your product really being used?
You have worked with your product team on developing a new product. You have certain expectations of how users will use the product. The only question is: is this really the case? Are they using the product as you imagined? Who is using the product and who is not? In this article we discuss the Product User Activity Model. This model gives you more insight into the current and potential use of your product to take targeted action for growth.
Process Mining as input for (online) customer journeys
Data is increasingly being used to map customer journeys. Which makes sense, because we collect a lot of data in our analytics tool around the online part of the journey. A technology that can lead to valuable insights but is often forgotten is process mining.
How to measure user goals in a digital environment
When are user goals optimally supported by a digital environment? Everyone has an idea about this, for example 'a pleasant purchase flow' or 'easy login'. How effectively you support the user is challenging to measure. However, it is everything that determines the success of your digital environment. To help you measure your success, or to check if something is missing in your current framework, we share our Customer Experience (CX) pyramid.
Evidence-Driven Product Growth
Digitalisation, digital transformation, start-ups: digital products are being developed all around us. Think of banks that serve users entirely via an app, the entertainment industry that makes content available via an app, and fully digital work processes. One thing is certain: users of a product want to get value from it. Strangely enough, this is often not looked at on a structural basis in practice.
An A/B test: how do I handle this?
A/B testing is a commonly used method to increase the effectiveness of your website, email or app. The technique: Show a percentage of your visitors something different from your other visitors and see how these groups differ in behavior. But how do you set up an A/B testing process? Who and what do you need for A/B testing? Here are 5 tips to get off to a strong start!
5 metrics for optimising the Customer Experience
As Customer Experience Specialists at Digital Power, we regularly come up with 5 metrics that help us measure user quality. With this we are taking the first steps in optimising the Customer Experience. We are happy to walk you through all 5 of them. Are you going to use them from now on to analyse the user experiences of your product or service?
How a hypothesis helps determine if you are successful
A well-known scenario: when a product or service is renewed, the assumption is made that an improvement has been achieved. Think, for example, of an adjustment to your website, the implementation of a new product feature or the digital transformation of an organisation to work more efficiently. But how do you know whether the situation is really better after the innovation? Start by making the right hypotheses.
Customer Experience trends
When we talk about Customer Experience, we mean virtual assistance in the form of voice and chatbot applications. It is expected that these will make interaction with the customer more accessible and easier. Companies like to go along with these kinds of innovative trends to improve their services. Is this indeed what Customer Experience Optimisation is all about?
Customer Experience Optimisation: a structured approach
More and more organisations are aware of the impact of the customer experience on business results and competitiveness. Research shows that 84% of organsations prioritise customer experience more than they did two years ago. In fact to 76%, it is high or top priority. Further research shows that the customer experience is essential to the marketing strategy according to CMOs.