Senior Business Data Analyst SME Operations

• At least 5 years of experience in data analysis, business intelligence, or operational analysis.
• Excellent SQL skills for extracting, transforming, and analyzing data.
• Extensive experience with BI and data visualization tools such as Tableau, Power BI, or similar platforms.
• Demonstrable expertise in statistical analysis, data modeling, database management, and data warehousing concepts.
• Sound knowledge of operational processes and supply chain or logistics management.
• Strong analytical and problem-solving skills, with the ability to translate complex data into actionable insights for both technical and non-technical stakeholders.
• Excellent communication and presentation skills and advanced knowledge of Microsoft Excel for data analysis and reporting.
• The ability to work independently, manage multiple projects simultaneously, and possess strong organizational, time management, and detail-oriented skills.
• You have an excellent command of the Dutch language (C1/C2)

Preferably:

• Experience as a specialist in the field of business operations or analysis 
• Familiarity with project management methodologies and tools 
• Experience with Python or R for data analysis and automation 

• A gross monthly salary of at least € 5216,- and at most € 7843,- depending on your work experience, based on 40 hours, excluding 8% holiday allowance 

• Fixed 13th month, part of which is paid monthly and part in January of the following year. Or, you can put it towards a FLEX & BOOST goal of your choice! Click here to read more about it

• Annual individual and collective increase in accordance with our CAO

• € 1500 per year in availability budget that you may use at your own discretion for, for example, training, coaching, and courses

• Flexible days off: our colleagues may decide for themselves (in consultation with the manager) how they manage their leave

• A good work-life balance (such as 2 days in the office, 3 days at home, transition leave, exchanging a public holiday for a holiday of your religious or cultural preference)

• Home office workshop to optimally set up your workspace at home, including a mobile phone & laptop, of course

• 50% discount on our products and services, so you can browse the internet, call, and stream affordably

• Good travel allowance: you will receive full reimbursement for your public transport costs or € 0.23 per kilometer if you travel by car. Prefer to come by bike? Then you can claim our bicycle allowance of € 0.40 per kilometer

• Possibility to purchase a lease bike that KPN contributes to monthly (with an indefinite contract): from city bikes to e-bikes and from racing bikes to speed-pedelecs; you choose what you ride

• Excellent pension conditions: a total contribution of 25% of your pensionable salary, of which KPN contributes 17.5% and you 7.5%

The Service and Delivery department: SME Operations, offers an inspiring working environment with plenty of room for innovative ideas, creativity, and feedback – all with the aim of providing our customers with the best service in the most efficient way. You will join a dynamic and educational team, within an Operations department of approximately 200 colleagues.

Although reporting and dashboards are still part of the role, the emphasis is increasingly on analytics instead of creating dashboards. You identify patterns, bottlenecks, trends, and causes, and help SME Operations work smarter and more proactively with data. Additionally, you investigate how AI tools and techniques can contribute to faster analyses, better predictions, and more efficient ways of working.

You combine analytical thinking with business insight: you are not only interested in what the data shows, but especially in what this means for operational performance, customer experience, and process improvement. Within KPN SME Operations, you work on improving service, efficiency, and customer results through better steering and more insight. You are part of a team that helps the operation grow from descriptive reporting to predictive and diagnostic analytics.

You collaborate with colleagues from operations, process management, and other data and transformation teams to create insight into performance and improvement opportunities. Your work contributes to decision-making regarding volumes, capacity, productivity, quality, customer journey performance, and operational effectiveness. Additionally, you help further professionalize the analytics capacity within SME Operations by combining data analysis, automation, storytelling, and AI-supported insights.

At KPN, we believe in collaboration, ownership, and continuous improvement. By bringing together different perspectives and expertise, we create better insights and better results for our customers and colleagues. Within SME Operations, data plays an important role in improving service, reducing complexity, and supporting better decision-making. This position is an important link in that development.

Our focus areas

• Analysis of operational performance
• Trend and root cause analyses
• Forecasting and capacity insights
• Improvement of processes and customer journeys
• Automation of recurring analyses and reports
• AI-supported analytics and insight generation
• Data quality and consistency
• Clear and actionable management information

Your main responsibilities

• Analyzing operational performance, trends, and deviations within SME Operations
• Translating business questions into data analysis and actionable insights
• Developing, maintaining, and improving reports and dashboards where necessary
• Shifting the focus from manual reporting to automated and insight-driven analytics
• Identifying causes, bottlenecks, and improvement opportunities in operational processes
• Using AI tools and methods to support analysis, summarization, and pattern recognition
• Collaborating with stakeholders to define the right KPIs and management information
• Presenting findings clearly and persuasively to operational and management target groups
• Improving data quality, reporting consistency, and analytical reliability
• Contributing to the development of a data-driven culture within SME Operations

You work with tools and methods such as: Power BI, Excel, SQL, Python, AI-supported analysis tools, Databricks or similar analytics platforms, and automation and workflow tools.

You have: