Most contact centers operate reactively: firefighting inefficiencies and racing to meet rising customer expectations. But what if service could be proactive, strategic, and deeply human? As a Customer Service Analyst, you’ll be the architect of that transformation: analyzing how people, processes, and technology interact, and designing smarter ways of working that unlock real business value. You challenge the status quo. You see friction not as a flaw, but as an opportunity. You know that great service starts with great systems and even better collaboration
Your role
🗺️ Together with our clients, you’ll: Design experiences that truly resonate with Customer Journey Mapping
⛏️ Expose and unlock the hidden pain points by using Service Design.
🛠️ Transform the future of clients by designing and implementing impactful improvements across people, processes and innovative platforms.
🤝 Ensure success by aligning all stakeholders through a clear and pragmatic change plan.
📊 Measure impact using KPIs and continuous feedback loops towards clients
🔗 Bridge business requirements into technology solutions (Salesforce, Telephony…)
🚀 Drive digital innovation: leveraging automation and AI to shape the future of service
📚 Ensuring smooth adoption and lasting impact by delivering training and best practices
What you bring to the table
✅ Proven experience (3 years+) as a Business Analyst in customer service.
🔍 A strong track record in analyzing and improving service processes, spotting inefficiencies, and designing smarter workflows.
💬 Excellent communication and stakeholder management skills: both business and tech
🧠 A mindset that blends empathy with efficiency, always focused on creating value for users and customers.
🌟 Experience with Salesforce Service Cloud is a strong asset.
📞 Familiarity with telephony systems like AWS Connect, Genesys, Luware… is a plus.
🤖 Bonus points for experience with AI or chatbot implementations.
🌍 Fluent in Dutch and English. French is a welcome extra.
💪 You don’t just live our values, you bring them to life: Customer Focused, Trust, Creativity & Passion
What we offer
🔥 Challenging projects across industries, always with impact.
👥 A strong & open team culture where learning, trying, and helping each other are essential.
👨 🎓 Continuous learning through certifications, training, and knowledge sharing.
🤝 Early responsibility, paired with trust and support so you can truly make a difference.
🏖️ 32 holidays per year (20 + 12 ADV).
🏡 A hybrid working environment with flexibility built in.
💰 A competitive package including salary, company car, the right tools and attractive benefits on top of that.
🎯 Zero fluff and sharp focus, where your skills directly shape our solutions.
Ready to shape real change? Apply now.