Data Analyst CX & Innovation

CX Data Analyst

A day in the life of a CX Data analyst

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 CX Data analyst, you will be focusing on:

Translating the business needs into an analytical request: 

• Hereby you will be discussing and challenging the needs and requirements with your stakeholders.  

• While thinking along you already think a step further in terms of a feasibility analysis, setting realistic timelines, and cross-checking the data needs and availabilities. 

• Based on this, you define a suitable approach and solution that fits the needs. These you communicate in a clear and transparent way to your stakeholders. 

Go over to the execution phase, this by applying some advanced analytical skills, capabilities and techniques, some examples are:

·       Getting to know all the data available, the different tools to query, visualize and analyze this data 

·       Executing an in-depth analysis on our customer data base to come up with answers to some specific questions or needs from the business 

·       Create some advances ad-hoc reporting for specific needs, using tools like PowerBI, Cognos and Adobe

·       Creating target groups for outbound customer communication; thinking about the right selection criteria, channels, offers, and A/B tests 

·       Be part of a project or project team and help them delivering based upon the data 

After the analytical quest you communicate your insights and recommendations in an appropriate way to the stakeholders: 

·       This by applying the right visualization techniques. 

·       Adapting your storyline and message to the needs and context of your stakeholders. 

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

As a CX & Innovation Data analyst you will have the opportunity to:

• Participate in courses and trainings within the analytical domain, working closely together with the Analytics Academy of the tribe Digital and Customer Interactions

• Get challenging, strategic and highly visible projects to support or take the lead in

• Have a variation in content with an ability to discover a broad range of bank activities

• CX & Innovation (PACE) methodology training as well as on the job application

• Brainfood from the global CX & innovation ecosystem allowing you to work on your employability inside or outside ING

The team

We are a customer-obsessed group of people that have made it their mission to make the customer voice roar throughout the organization, driving CX innovation to support ING’s growth ambitions.

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.

What do we focus on?

1.     We created a central CX intelligence that allows us to identify the top things to focus on from a customer’s perspective.

2.     With clear NPS and growth opportunities known, we send in our own CX&Innovation experts to boost these NPS drivers together with the business.

3.     And last but not least, we have several initiatives to embed a CX culture in the processes and way of working across the organization. 

How do we do this?

We’re a team with a “can-do” attitude that’s not afraid to think out of the box and learn by doing new things.

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.