Descripción del trabajo

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
Were 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, youll 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 a

📌 Data Analyst (Madrid)
🏢 Cognizant Netcentric
📍 Madrid