CX Capability Analyst

Date: Apr 18, 2022

Location: Amsterdam, NL

Company: AkzoNobel

We’ve been pioneering a world of possibilities to bring surfaces to life for well over 200 years. As experts in making coatings, there’s a good chance you’re only ever a few meters away from one of our products. Our world class portfolio of brands – including Dulux, International, Sikkens and Interpon – is trusted by customers around the globe. We’re active in more than 150 countries and have set our sights on becoming the global industry leader. It’s what you’d expect from the most sustainable paints company, which has been inventing the future for more than two centuries.

Purpose of the job

The CX Analyst is responsible for data driven and fact-based analyses of activities, primarily in two domains: Customer Satisfaction and Sales Effectiveness. 

Across all 8 BU’s Customer Satisfaction Surveys will be held at least once a year. The output is a key indicator on how customers rate AkzoNobel, the so call NPS score. The customers feedback is an important driver to define the improvement roadmap. As an analyst you give input for the set up for the survey, analyze the results and define and measure the impact of the improvement plans. 

Sales Effectiveness is an approach to improve the effectiveness of the sales organization by analyzing markets, customers and sales teams. You will use different data sources to assess current performance and define improvement areas.  

Based on the analyses you will support the business in building models for sales segmentation and customer engagement strategies. For Customer Satisfaction you we will challenge regional (sales)management on their improvement plans and discuss progress accordingly.

Sales Effectiveness projects have a clear scope, e.g. a specific country or a region. You will work closely together with the regional BU management team and in strong collaboration with the CX Capability manager. 

For both domains, having a continuous improvement mind set is important, e.g. improving current capabilities and expertise’s and with that proactively contribute to the further development and positioning of Customer Excellence’s storefront / playbook (e.g. our offerings to the BUs) 

Key Responsibilities

  • Financially driven analyses of customers and markets, based on the Sales Effectiveness playbook
  • Validate analyses with sales management in 1:1 or team sessions.
  • Organize and co-lead workshops with different stakeholders across the business to build sales segmentation models and define a customer engagement strategy
  • Discuss the outcome of the SE projects with Senior Management
  • With understanding of the key drivers for improvement of customer experience you challenge local (sales) management for the improvement plans
  • You analyze the improvement plans for best practices and challenge (senior)management to reapply these in their business.
  • Update the SE playbook with recent outcome of project and use the playbook to build capabilities within the business units.
  • Participate and or support in (new) Customer Excellence projects (across the domains of CX) based on your business and/or customer knowledge and expertise.
  • Pro-actively support and challenge the CX capability manager in defining initiatives for improvement
  • Drive analyses on the implementation of initiatives for SE and CSAT projects to measure the (financial) results and impact of provided recommendations.
  • Contribute to SE roadmap to develop capabilities for the commercial organization
  • Be an ambassador of all CX projects 
  • Pro-actively contribute and share knowledge (make sustainable) across the AkzoNobel organization and further improve CX’s storefront / playbook

What do you bring ?

  • University Degree, University Education with Degree or equivalent qualification, post-graduate marketing qualification desirable (Business Administration, Economics, Marketing, Commercial Economy)
  • Previous experience working in sales & marketing positions, understanding how AkzoNobel is doing business
  • Able to think outside – in, the customer is pivotable in how you work
  • Good communication, relationship building skills (across various levels).
  • Calm and effective under pressure, able to deal with shifting priorities
  • Great team player, with a collaborative personality and ability to build strong personal relationships.
  • Strong analysis, (not too fast) judgement and problem-solving skills. Ability to develop innovative approaches to solve problems with sustainable results. 
  • Pro-active, self-starter, takes initiative and does not take no for an answer

What do we offer ?

AkzoNobel is consistently rated as one of the top employers in The Netherlands. You will join a company that is committed to achieving real sustainability. At a personal level you will also benefit from:

a competitive salary with an above average number of annual holidays; participation in the AkzoNobel pension plan; travel expenses to and from work opportunities for education that will help you to grow beyond this role laptop and mobile telephone flexible working environment

More information and how to apply

More information and how to apply We welcome your online application via https://www.akzonobel.com/en/careers. Only online applications including resume and cover letter will be considered. If applicable, it is essential that you have a visa that allows you to work in the Netherlands. If you have any questions, please contact Dwight Sinester Talent Acquisition Partner, +31 880 030 731, option 2.

Or send an email to TalentResourcing.NL@akzonobel.com.


All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age or disability.

Requisition ID: 19051