Digital Analyst & CRO Specialist

About This Role

This role is for a Digital Analyst & CRO Specialist who will help ENGIE Nederland improve its digital customer experience and accelerate growth. You will identify areas for improvement in the digital customer journey, translate insights into concrete enhancements, and test what truly works. The position involves building expertise in digital analytics and CRO within the company, taking over a significant role from an external CRO agency.

Responsibilities

• Combine quantitative and qualitative insights from Google Analytics, customer behavior on ENGIE.nl, data from sales and service environments, and customer contact feedback
• Identify bottlenecks and improvement opportunities
• Help the team understand how campaigns, propositions, and customer journeys contribute to results and where customers encounter issues
• Translate findings into targeted improvements and test their effectiveness through experiments
• Contribute to better commercial results and a simpler, more relevant customer experience
• Translate commercial and customer-oriented goals into KPIs and measurement plans
• Ensure key steps in the customer journey are measurable and monitor data quality with data and technical specialists
• Analyze the customer journey from media channel to purchase or service interaction
• Combine data sources and customer feedback, compare campaigns, propositions, and customer segments, and investigate where customers drop off or need extra explanation
• Identify opportunities to improve conversion, proposition mix, customer value, and customer experience
• Develop dashboards and reports for teams to track performance and make informed decisions
• Signal relevant deviations and clarify their implications for goals and priorities
• Translate insights into hypotheses and develop the CRO and experimentation roadmap with the team
• Prioritize experiments based on expected customer impact, commercial value, and feasibility
• Set up A/B tests and analyze the results
• Make recommendations concrete for colleagues
• Determine what is needed to implement an improvement
• Monitor results and share learnings for broader application of successful solutions

Requirements

• Strong analytical skills and curiosity about the behavior behind the numbers
• Ability to independently investigate a problem, clearly explain conclusions, and guide colleagues through next steps
• Understanding that higher conversion is only valuable if it contributes to commercial goals and a good customer experience
• Experience with digital analytics and CRO within a commercial digital environment
• Ability to work with web analytics, dashboards, and measurement plans, and assess data reliability and usability