CX Specialist

Our journey began in 2014 with Chapter 1 of the energy transition, in which we wanted to make the market more transparent by connecting consumers directly with local, green energy producers.

Now, in Chapter 2, we are committed to making 100% green energy available 100% of the time. Think of smart solutions - flexible use of wind and solar parks, smart charging of electric vehicles, and efficient energy storage.

We don't wait around and we make an active contribution to a sustainable future, occasionally with a touch of rebellion.

Green energy, smart solutions - that is Vandebron.

In the dynamic world of the energy transition, you help our customers use their energy in an increasingly smart way. As a CX Specialist, you play a key role in the phase in which Vandebron is transforming to organize itself even more strongly around the customer. You ensure that every customer interaction is simple, transparent, and relevant.

You design and optimize customer journeys that create maximum value for both our customers and Vandebron. For example, you help customers smartly optimize their energy consumption, with the goal of a sustainable future in which we use green energy 100% of the time at the lowest possible energy bill. Within our compact Customer Experience team of 2 Customer Experience Specialists and 2 Customer Journey Experts, you will receive all the freedom to bring your ideas to life and your individual contribution will be directly visible.

Internally, we call this position Customer Experience Specialist. And yes, this vacancy appears twice on our website with different vacancy titles. We are investigating which title resonates best.

• Take charge of end-to-end customer journeys: You invest energy in continuously optimizing our customer journeys. You lead these journeys and strive, using data and a customer-centric mindset, for a consistent and frictionless customer experience.

• Analyze customer data and the Voice of the Customer: You analyze customer data and feedback and translate these into concrete recommendations and structural improvements. Is crucial data missing? Then you take the initiative for additional quantitative or qualitative research to bring the real customer need to the surface.

• Apply AI tools practically: You make smart use of AI tools within the CX domain to analyze customer data faster, facilitate workshops more efficiently, and prepare automated reports.

• Facilitate workshops and design sprints: You lead workshops for drafting customer journeys and guide design sprints to concretize customer problems and opportunities based on data insights. In this way, you bring colleagues along in the 'customer first' way of working and accelerate innovation.

• Connect the organization around the customer: You are a strong interlocutor who switches effortlessly between technical specialists, business owners, and operations, and knows how to unite different interests with the customer as the starting point.

• At least 4 years of work experience in the CX domain, for example with setting up, executing, analyzing, and advising based on quantitative and qualitative customer research.

• Extensive experience with drafting customer journeys and facilitating workshops/design sprints.

• Practical experience with AI tools within CX for accelerated analyses, more efficient facilitation, and automated reports.

• Fluent in the Dutch language, both spoken and written. Your command of the English language, both spoken and written, is also good.

• You follow developments in the energy market closely (or already have experience in this) and are intrinsically motivated to make sustainable innovations (such as smart control) successful for the consumer.

• You are strong at simplifying complex energy issues and translate these into a simple and transparent customer experience.

• You understand the emotional side of energy (from the satisfaction of becoming sustainable to concerns about the bill) AND can switch smoothly between different internal interests.

This role is located in the middle of the strategic movement in which Vandebron is organizing itself increasingly strongly around the customer. Because you work in a small team, your individual contribution is directly visible. There is an enormous amount to do and to build, which gives you maximum freedom and ownership to actually implement your own ideas and make a real impact on the energy transition.

• How you represent the customer in everything you do, in a way that seamlessly aligns with what Vandebron stands for as a brand.

• How you take your stakeholder management skills to a higher level to achieve maximum results together with various cross-functional teams.

• How you continuously innovate and scale customer experiences using advanced methodologies and AI tools.

• You take the lead with full conviction in various journey teams (such as the 'I Join' journey for new customers or the journey for movers).

• Based on thorough data analyses and customer research, you have clearly mapped out the most important pain points and opportunities of customer journeys.

• Together with the teams, you have bundled all customer insights into a holistic view of the customer experience, so that Vandebron invests energy in the initiatives with the most impact.

• You have made the effects of the implemented initiatives on the customer experience measurable and secured them within the organization.

• An annual bonus based on the company's performance

• 30 vacation days per year

• Extra paid leave for special moments, such as a move, wedding, and extended parental leave. Additionally, you are off every year on Liberation Day AND you receive 2 extra free days: one for volunteering and one when you choose sustainable travel

• Work from abroad for up to 6 weeks per year (maximum 4 consecutive weeks, of which a maximum of 4 weeks can be outside the EU)

• The possibility to take a sabbatical after 3 years

• €1,200 training budget per year + unlimited access to our L&D programs

• Much attention to your well-being, with unlimited access to the mental health platform OpenUp

• A pension scheme

• Income protection via insurance for long-term disability

• €50 net per month as an allowance for your phone and wifi

• A one-time €200 budget for setting up your home workspace

• A discount on your Vandebron invoice

• Flexible hybrid working from home and our CO₂-neutral office in Amsterdam

• Every day a free, healthy, and vegetarian lunch, freshly prepared at the office

• An NS Business Card if you live 10 km or more from our office

Enthusiastic about this role? Apply directly via this page.

Not quite convinced yet or do you have questions? Feel free to contact us via jordreukers@vandebron.nl.

At Vandebron, we believe in diversity, inclusion, and equal opportunities. We invite you to be completely yourself - it is no problem at all for us if you do not mention your gender or date of birth on your CV. We handle your privacy with care. According to the AVG/GDPR, you are not obliged to share information about your health, race/nationality, or religion, and you are welcome to omit your BSN and passport photo from your application.