What makes Cognizant Netcentric a great fit for you?

At Cognizant Netcentric, we create memorable digital experiences for the world’s leading brands. We are a diverse, integral community of Adobe experts working across countries, cultures, and technologies.

Our inclusive culture blends the entrepreneurial spirit of a startup with the stability, resources, and learning opportunities of a global organisation.

With

Holacracy at our core, every individual is empowered to make an impact.

The role

We're looking for a Data Analyst to translate AI-generated insights from customer call transcripts into actionable product and operational improvements.

Embedded in a cross‑functional team alongside Data Scientists and Product Managers, you'll bridge the gap between technical insights and real-world implementation — helping identify why customers call and driving initiatives that reduce call volume and improve customer experience. The role sits at the intersection of data analytics, customer experience, and product development.

What you’ll do

Work with AI-generated outputs from call transcript analysis (e.g., contact reasons, intent classification, conversation themes)

Interpret and validate AI insights in collaboration with Data Scientists, ensuring business relevance and clarity

Identify and structure key call drivers, customer pain points, and recurring issues

Translate insights into clear, actionable recommendations for product and operational teams

Collaborate with product teams to define features, improvements, and initiatives aimed at reducing call volume





Develop a deep understanding of customer journeys

Act as a bridge between Technical Team and Product Teams ensuring shared understanding of insights

Analyze call center performance using SQL and/or Python (Databricks) across structured metrics and conversational datasets when needed

Hands‑on experience in connecting to various data sources, managing data integrations, and exploring and analyzing data across multiple platforms and systems

Design, build, and maintain Tableau dashboards to track live chat KPIs and enable self‑serve insights

Identify trends, customer pain points, and behavioral patterns, and translate them into actionable insights

Write advanced queries and data transformations to process large‑scale, multi-source datasets

Perform data preparation, exploratory analysis, and reporting automation

Ensure data consistency, KPI alignment, and clarity across teams

What you bring

3–5 years of experience in Data and Product Analytics

Strong ability to interpret data and translate insights into business actions

Solid working knowledge of SQL and data exploration (Databricks preferred)

Solid understanding of prompting and GPT models





Experience working with cross‑functional teams (product, operations, data science)

Understanding of customer journeys and contact center environments

Experience building dashboards in Tableau or similar BI tools

Strong communication skills across technical and non‑technical stakeholders

Hands‑on, proactive mindset with ownership of end‑to‑end topics

At Cognizant Netcentric you get

Permanent contract

30 working days of vacation

Recognition bonus system

Private health insurance

WFH equipment + welcome package

WFH monthly expenses compensation

Access to Udemy courses

Sponsored gym membership

Tax‑free benefits (ticket restaurant, kindergarten and transport)

A dynamic and international team

Everyone has a voice; we are a Holacracy organisation

At Cognizant Netcentric, we embrace an inclusive workplace, one where diversity is not just respected but celebrated. We do not discriminate based on age, gender, race, religion, sexual orientation, disability, or any other protected status. Our doors are wide open to all those who meet our high standards, and we cherish the distinct individuality and unique perspectives in our teams.

We firmly believe that a diverse and equitable workforce is the catalyst for groundbreaking innovation, boundless creativity, and seamless collaboration. We are aware of bias and have established clear criteria to take them out of the decision‑making process, ensuring all qualified applicants will receive consideration for employment.

📌 Data Analyst - AI Insights (Madrid)
🏢 Cognizant Netcentric
📍 Madrid