Data Analyst CX & Innovation

at  ING

HOW TO SUCCEED

We hire smart people like you for your potential. Our biggest expectation is that you’ll stay curious. Keep learning. Take on responsibility. In return, we’ll back you to develop into an even more awesome version of yourself.

• Be extremely customer-focussed, a true team player, and well organized whilst displaying high flexibility
• Be analytical: extremely curious, constantly looking for an explanation; analysing sharply, concise & to the point
• Experience in SQL and with tools such as SAS, PowerBI, Cognos or Adobe is a must
• Take ownership on tasks assigned: you will be cultivating analytics within the bank
• Excellent level of English and Dutch and/or French

HOW DOES THIS ROLE FIT IN?

As the Data Analyst Retail CX Data, insights & reports, you would take the lead in:

• Competitive benchmark analyses & deepdives
• Internal CX Data (The Voice) analyses & deepdives (reactive + proactive), connecting the dots across surveys for the Retail segments to feed decision making
• Support in lead generation through automated queries
• Run activities, include optimization of Retail surveys to keep them running with sufficient quality level, monthly reporting, and performance wall updates for NPS Priorities Retail

This to inform the Retail MT and the larger organization on key CX insights.

As a CoE CX & Innovation, we are responsible for:

• Driving the NPS for our customers on Bank, Channel, Product & Journey level. This for the Retail and Business Banking scope.
• Drive customer retention, reduce churn, and increase customer satisfaction by overseeing end-to-end customer journey’s including the feedback loop and complaint management.
• Embed the CX vision and criteria for success in close collaboration with the commercial teams and product / channel tribes / CLT’s and global

As a CoE CX & Innovation, we are responsible for:

• Driving the NPS and customer satifaction for our customers on Bank, Channel and Product level
• Embedding the CX vision and criteria for success in close collaboration with the commercial teams and product / channel tribes and global.
• Accelerating the strategy through out of the box thinking, validated learning, experimentation and go-to-market innovation