Data Analyst in Experience Design - CoE Customer Experience & Trust
Key Skills
Job Description
At ING, we're looking for a Data Analyst who is passionate about understanding customer behaviour and turning data into actionable insights. Within the Experience Design team, part of the CoE Customer Experience & Trust, we help ING become increasingly customer-centric by providing customer experience insights, reporting, and analytical solutions that enable better decision-making across the organisation. The team plays a key role in measuring and improving customer journeys through NPS, CSAT, customer journey analyses, and advanced analytics. As a Data Analyst, you will be responsible for delivering high-quality insights and reporting that support product teams, customer journey experts, and senior management. You enjoy working with complex datasets, translating findings into clear recommendations, and continuously improving the way customer experience data is collected, analysed, and shared. The team The Experience Design team combines customer research, customer experience measurement, analytics, and innovation to help ING better understand customer needs and behaviours. As part of the CoE Customer Experience & Trust, the team strengthens customer experience steering, reporting, and decision-making across the organisation. You will work closely with Customer Journey Experts, UX professionals, researchers, analysts, and business stakeholders across ING to ensure customer insights are translated into meaningful actions. Roles And Responsibilities As a Data Analyst in the Experience Design team, you: Deliver customer experience data and reporting, including Bain data deliveries, stakeholder reporting, and data exports. Own CSAT and NPS reporting and analyses, ensuring stakeholders have timely and actionable insights into customer satisfaction trends. Perform customer, segment, and journey analyses, including key episode, Gen Z, and Affluent segment deep-dives. Provide ad hoc analyses for senior management, translating complex findings into clear recommendations. Maintain and further develop the Daily Newsletter, ensuring customer experience insights are communicated effectively across the organisation. Create, maintain, and enhance the CX Dashboard, enabling data-driven decision-making across teams. Maintain and continuously improve the CX Analytics Portal, increasing accessibility and usability of customer experience insights. Set up and manage NPS and CSAT surveys, ensuring data quality and consistency across measurement programmes. Support the LLM/NPS programme through advanced analytics, automation, and innovation, helping scale customer insight generation and reporting. Translate complex data into compelling stories and recommendations for stakeholders at different levels of the organisation. 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. We Are Looking For Someone Who Has 3+ years of experience in analytics, customer insights, business intelligence, digital analytics, or a related field. Strong analytical skills, with the ability to translate complex data into clear recommendations and business impact. Experience with customer experience metrics and research data, such as NPS, CSAT, customer journey insights, surveys, or usability research. Experience analysing customer attributes and digital behavioural data across app and web channels. The ability to create quantitative customer profiles, segments, and journey insights that support product and design decisions. Excellent SQL skills and experience working with large and complex datasets. Experience with reporting and visualisation tools such as Power BI, Tableau, or similar platforms. Strong communication and stakeholder management skills, with the ability to collaborate with CX experts, UX researchers, and business stakeholders to connect quantitative and qualitative insights. Experience with Adobe Analytics or similar digital analytics tools, Python, automation, or financial services are considered a strong plus. Diverse perspectives fuel innovation and growth. Even if you don't meet every requirement, your unique skills could make a difference. If you bring a fresh perspective, we want to hear from you. Together, we create better solutions for our customers. Rewards And Benefits We want to make sure that it’s possible for you to strike the right balance between your career and your private life. Find out more about our employment conditions. The Benefits Of Working With Us At ING Include A competitive salary aligned with your skills and experience 25-28 vacation days depending on your contract Pension scheme 13th month salary and 8% holiday allowance Individual Savings Contribution (BIS), 3.5% of your gross annual salary Flexible working hours and hybrid working options A mobility card: choose your mode of transport for commuting each day, with free public transport on weekends. Personal growth and challenging work with endless possibilities An informal working environment with a diverse group of innovative colleagues About Us Curious about how ING empowers people and businesses to move forward? Discover what we do and what we can offer you. Questions? Contact the recruiter attached to the advertisement. Want to apply directly? Please upload your CV and motivation letter by clicking the ‘Apply’ button.
Core Responsibilities
Deliver customer experience reporting and analyses, including NPS and CSAT measurement, customer and journey insights, dashboards, and survey data management. Translate complex findings into actionable recommendations for product teams, customer journey experts, and senior management, while improving analytics tools and reporting processes.
Requirements
Requires 3+ years of experience in analytics, customer insights, business intelligence, digital analytics, or a related field, along with strong SQL skills and experience working with large datasets. Candidates should be familiar with customer experience metrics, digital behavioral data, reporting tools, and stakeholder communication; Adobe Analytics, Python, automation, and financial services experience are advantages.
Benefits
- Competitive Salary
- 25–28 Vacation Days
- Pension Scheme
- 13th Month Salary
- 8% Holiday Allowance
- Individual Savings Contribution
- Flexible Working Hours
- Hybrid Working Options
- Mobility Card
- Personal Growth Opportunities
About ING Nederland
Industry: Banking
Company size: 10,001+ employees
ING is a global bank with a strong European base. With 14,500 employees in the Netherlands, we’re one of the biggest employers in the country. Our research tells us that we stand out here because of our great working culture, competitive benefits and interesting work. We believe in sustainable progress for all, not just for the few. We aim to support and contribute to economic, social and environmental progress. Because progress doesn’t start with perfection. It starts with people, their ideas and their drive to make things better. Collaborative and inclusive We’re proud of our diverse and multinational make-up. Joining the ING team means contributing to a collaborative and inclusive culture, having a hybrid way of working and being part of the positive impact that we strive to make on people and the planet. We don’t believe in one ‘perfect’ way of doing things. The best solutions emerge when people work together, stay curious and learn from each other. You’ll get responsibility from day one, along with the trust and freedom to make your own choices and contribute your perspective. Purpose ING’s purpose is empowering people to stay a step ahead in life and in business. This purpose guides us in everything we do. Rather than telling our people what to do, we trust them and encourage them to carve out their career in a way that works best for them. We want to enable people to grow in their own way, without being held down. Because doing great things starts by doing your thing. So, are we offering the perfect job? Maybe not. But you might find something better: a place where you can be yourself, keep growing and make an impact through the work you do.