Data Analyst

Data Analyst – Customer insights (KF17)

Full time position (40-hour week)

ING’s purpose is to empower people to stay a step ahead in life and in business. Our strategy is built around our purpose and making the difference for people and the planet. We are an industry recognized strong brand with positive recognition from customers in many countries, a strong financial position, omni-channel distribution strategy and international network. If you want to work at a place where we believe that you can make the difference by using machine learning to generate data driven products and solve the most pressing business challenges

Global Retail

The Global Retail organisation is end-to-end functional responsible for the three retail segments: Private Individuals, Business Banking, and Private Banking & Wealth Management. Key responsibilities are: to define and cascade down the segment strategy, manage commercial and financial performance, and first line risk and regulatory responsibilities. In our Global Retail strategy, Superior Customer Experience and Sustainability at heart in a safe & secure environment are the key enablers of business growth.

The head office teams will accumulate segment intelligence and best practices, ensure segment-wide consistency and scale successful local initiatives across the three segments. To put our customers first and really make the difference, we focus execution capacity close to the customer.

Job Purpose

The Data Analyst works with other analysts and local / group stakeholders on Customer Intelligence activities, in order to support the CoE in translating insights into improved strategic decision-making across the Retail Segments. The Data Analyst executes analytics projects and consolidates management reports using different types of data (customer, business, financials)

Role Profile

As an Data Analyst, you report to the CoE Lead Customer Insights & Sustainability. Your responsibilities include:

• Improve reporting process and data quality, making sure Global teams and local units are fully aligned on definitions and data management

• Automate reporting processes to reduce manual processes, risks and complexity

• Help defining key insights across the Retail segments to maintain and improve Digital business reporting (MIS)

• Benchmark Digital & CI capabilities with other digital leaders and creates an external view on how to be no. 1 app in each market (CX differentiator)

• Analyze/ own the CBA data and co-creates the CI catalog of definition for all segments (primary, cross-buy, etc)

• Optimize reporting process and data quality, making sure Global Segment teams and country teams are fully aligned on definitions and data management.

• Generate customer knowledge (360 view), by performing deep-dives and ad-hoc analysis based on aggregated data at customer level, enhancing our view on customer behavior

• Support Sustainability Consultants by developing a financial health metrics frameworks

• Enrich CBA with the CLTV input across all units

• Support the implementation of broader data-driven transformation at ING

About you

Education: Master's degree in technical / business field (engineering, computer science, econometrics or likewise)

Experience:

• Solid background in analytics including key tools (CBA, PowerBI,)

• Solid background and experience in (analytics) project management

• Proven track record in achieving business impact within a global corporate context

• Sound understanding of core retail segments and business models

Skills

• Cultural- and organizational sensitivity developed through prior experiences in different international working environments

• Solid understanding of all aspects of Retail Banking and how to manage RoE growth by means of the right diversified fee income strategy

• Solid understanding of how to use data to generate insights and solve problems

• Good communication skills: being able to ‘get people on board’ based on data analytics outcomes

• Proven stakeholder management skills.

• Sound experience in building and executing (customer journey) roadmaps with a focus on improving customer experience

Competencies

• Strong interpersonal skills displaying cultural sensitivity in coordinating interactions with and between the different business units

• Ability to translate future vision into a set of clear deliverables and communicate across levels

• Content-wise can deal with high degree of ambiguity that comes with the exploration request

• Can do mentality – go out of your own responsibilities and comfort zone to achieve the team target

• High energy and commitment to deliver

• Excellent knowledge of Microsoft Office Excel and Power Point

• Fluent in written and spoken English.