Minimum 2 years of proven experience in data analysis and insights generation.
Proficiency in Microsoft Excel and Power Point.
Previous experience in working with Power BI
Fluent in English (speaking and writing).
Previous experience in working with data basis is a plus.
Customer experience insights and research experience is a plus.
Strong analytical and data driven way of thinking. Fast understanding of processes, data, and customer perspective.
The ability to support, understand and work on cross-department projects with multiple teams.
Solution-driven mentality (you are fast in finding solutions and workarounds to benefit our customers and business objectives).
Creative thinking and customer obsession attitude to translate customer pains/needs into actions.
Strong presentation and interpersonal communication skills (peer to peer and executive level). You are highly involved in the customer feedback management process by offering support and implementing automated solutions to improve it, such as:
Tracking customer experience across online and offline channels by using CX tools, CX methodologies and research methods/tools to collect feedback from customers and deliver insights.
Data collection and analysis: you gather and analyze large volumes of data from multiple sources, including customer feedback, service interactions and internal data.
You use statistical methods and data analytics tools to identify patterns, trends, and areas for improvement.
Customer insights: you deep dive into customer feedback to identify what drives customer satisfaction and loyalty. You formulate conclusions by connecting data from all sources.
You find ways to automate data reporting and insights delivery by using Power BI and Excel.
You use any other type of quantitative / qualitative data to connect the dots and provide actionable insights.
You support the CX insights by bringing in additional data and analysis if needed (like customer segmentation, product/service portfolio).
KPI reporting and CX Strategy (responsible for the Retail CX KPIs):

You propose CX KPIs (NPS, CSAT, CES) according to the ING retail strategy and facilitate data-driven decision making for the main stakeholders.
You report the CX KPIs periodically to the stakeholders including trends and insights (retail management team, ING global teams, retail network, contact center, etc.).
You create comprehensives report and dashboards that summarize findings and provide insights.
You help identifying main pain points and opportunities to create action plans that would optimize CX KPIs.
You contribute with CX strategic insights to help building a strong CX roadmap that would increase customer loyalty.

Embed the CX way of working into the organization:
Together with the Design and Innovation teams you are part of the design process as a CX stakeholder. You bring in the CX perspective or insights and support the customer journey mapping initiatives.
You look for new ways to communicate the Voice of the Customer within the organization.
You promote and embed a CX-oriented way of working around customers` feedback.
As a member of the CX global community you work with colleagues from other ING countries to share best practices and implement global CX projects. What we offer

Impactful work in a fun and collaborative environment.
Open-concept offices designed for both teamwork and relaxation.
Corporate events and social gatherings.
Hybrid way of working with flexible working schedule and short week options.
Monthly budget on Benefit platform.
Extra annual leave days depending on the total length of working experience.
Growth opportunities through upskilling/ reskilling programs and a variety of learning and development platforms: ING Learning Centre, Udemy, Bookster, as well as through trainings and certifications.
Possibility to access Internal roles, International Short-Term Assignments or Long-Term Assignments.
Context to make an impact through Sustainability and Corporate Social Responsibility projects.

Important

For detailed information on the processing of personal data carried out by ING Bank during the recruitment process, including on the rights of candidates as data subjects and the related exercise modalities, please consult the ING Information Note for Candidates available on the ing.ro website in the Personal Data Protection section.