Customer Journey Expert – Universal V – Data Analyst

Purpose of the job 

The Tribe Corporate Customer Data Management (CCDM) is at the forefront of understanding and optimizing the customer data-related journeys for Wholesale Banking (WB). By analysing customer data, we uncover insights that help us enhance every touchpoint along the customer journey and improve and enrich our customer data along the way. Our team is passionate about customer data and driven to create meaningful improvements that impact every customer journey across WB.  

Our tribe’s purpose is to transform WB from a product to a customer centric digital organization, with one core customer view (for organization, hierarchy, agreement references, associated individuals, and mandates) and consequently maximize the possibilities of self-servicing in processes for corporate customers. 

The tribe CCDM is a relatively new organization. There will be several challenges to overcome: 

• Improve the data quality of corporate customer data 

• Security and compliance across customer journeys and IT assets 

• Stakeholder alignment to deliver and support the delivery of One Wholesale Bank experience through all WB locations surrounding customer data journeys 

• Seducing business stakeholders with best-in-class journeys and undisputed data quality/ownership 

• Strategic development upon target technology 

Your role and work environment  

As CJE/ Data Analyst within the CCDM Tribe, you will play an important role in the data-driven culture supporting the digitalization of the customer data journeys in WB. You will be responsible for creating and delivering valuable insights to support the CCDM journeys and to improve the quality of our customer experience. Your day-to-day job will consist of delivering analysis and insights to make a difference in the operational and risk performance of CCDM. Next to that you work on finding solutions to make our CCDM journeys more data driven. You organize the capturing of data, validate data interfaces and analyse and improve the data quality. You will be involved in data delivery for operational steering and regulatory reporting. 

You will share a collective responsibility with your direct CCDM colleagues to improve ING’s performance through the design and implementation opportunities of customer data to better serve and delight customers. You will have an eye on the long-term perspective. You will translate customer behaviour into business outcomes and ensure you provide guidance to the WB organisation on the customer experience across the value chain. You will proactively anticipate dependencies and collaborate across WB Tribes, countries, and other ING organizations as it relates to the customer experience design across products, countries, and channels. 

You will work with all the stakeholders of Wholesale Banking working in other product lines, COO, Tech and functions like Risk and Finance. You will be based in Amsterdam. 

Your key responsibilities 

• Analyse and interpret complex data sets to understand customer behaviour and journey. 

• Develop and maintain automated dashboards and reports to track key performance indicators (KPIs) and customer data metrics. 

• Identify trends, patterns, and insights from customer data to inform strategic decisions. 

• Collaborate with cross-functional teams to improve customer experience and business processes. 

• Utilize data analytics tools and techniques to extract actionable insights from various data sources.  

• Stay up to date with the latest industry trends and advancements in data analytics. 

• Work closely with CCDM team to support company-wide initiatives aimed at enhancing the customer journey. 

• Coach and help your junior colleagues to be successful in the execution of these key responsibilities. 

We are looking for  

We are seeking a highly motivated Customer Journey Expert / Data Analyst who is driven by data and curiosity. The ideal candidate has a passion for understanding customer data and using data to improve the overall customer journey. You are a naturally collaborative person who listens and invests in others to achieve common goals. You like to connect with people and clear communication is a matter-of-course. You love to challenge the status quo and are eager to propose creative solutions to data quality problems. Besides the qualities described in the Orange Code, you are an inspiring, approachable person and pioneer of the cross-border culture.  

As a CJE/ Data analyst in the CCDM Tribe you will also need: 

• Master degree in Computer Science, Information Management, or alike, and/or equivalent experience of 5+ years within data reporting & analyses.  

• Proven experience as a Data Analyst, preferably in a customer journey or customer experience role. 

• Proficiency in data analysis tools such as SQL, Python, R, or similar. 

• Experience with data visualization tools such as Power BI, or similar. 

• Strong analytical skills with the ability to collect, organize, analyse, and disseminate significant amounts of information with attention to detail and accuracy. 

• Excellent problem-solving skills and a curious mindset. 

• Strong communication skills, both written and verbal, with the ability to present complex information in a clear and concise manner. 

• Ability to work independently and as part of a team in a fast-paced environment. 

• You are a proactive and goal-driven personality  

• You are respectful of different opinions and engage in meaningful discussion. 

• Be able to advise and challenge management and the organisation, promote knowledge-sharing & innovation and display cultural sensitivity. 

• Knowledge of corporate data lifecycle management would be beneficial. 

• Experience in a customer data domain would be an advantage. 

• Native (or fluent in) English. 

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. You can find out more about our employment conditions at https://www.ing.jobs/netherlands/Why-ING/benefits.htm

The benefits of working with us at ING include:

• A salary tailored to your qualities and experience
• 24-27 vacation days depending on contract
• Pension scheme
• 13th month salary
• Individual Savings Contribution (BIS), 3.5% of your gross annual salary
• 8% Holiday payment
• Hybrid working to blend home working for focus and office working for collaboration and co-creation
• Personal growth and challenging work with endless possibilities
• An informal working environment with innovative colleagues
• awarded.

About us

With 60,000 employees and operations in approximately 40 countries, there is no shortage of opportunities for people with initiative who want to help people take a step ahead in life and in business. Do you want to work at the cutting edge of what’s possible and at the same time ensure you work with integrity and hold the customer’s interests at heart? Do you want to be surrounded by progressive, inspiring, diverse and supportive colleagues? Then there is no better place to invest your talents than at ING. Join us. Apply today.

Questions?

Contact the recruiter attached to the advertisement for more information. Want to apply directly? Please upload your CV and motivation letter by clicking the “Apply” button.