Customer Experience Data Analyst | Temporary 12 months @ ING Bank

Short company description

ING Bank Romania

ING crede într-o lume în care fiecare poate crește și progresa în felul său. Acest lucru se reflectă în sloganul nostru global, "do your thing", în faptul că noi credem în autonomia angajaților noștri. Cu această autonomie garantată, ne așteptăm ca oamenii să fie implicați și să sprijine activitatea pe care o desfășurăm, având în centru clienții, partenerii, dar și compania.
Să lucrezi în ING înseamnă să fii înconjurat de oamenii energici, ambițioși, prietenoși și respectuoși: specialiști talentați care își asumă responsabilitatea și autonomia de a transforma planurile în acțiuni concrete. Suntem mereu curioși, ne adaptăm schimbărilor și căutăm constant modalități mai bune de a face lucrurile să se întâmple.
Cu peste 30 de ani de activitate în România, ING Bank s-a afirmat prin pionierat în privința modului modern de a face banking în piața bancară locală. Tehnologia și inovația se află la baza activității noastre, ceea ce face ca produsele ING să fie relevante pentru viața și afacerile clienților noștri.

ING Bank România este singura bancă cu o creștere organică din top 10 bănci locale după active, fără achiziții de portofolii de clienți sau alte bănci. ING Bank România este o bancă universală cu peste 1,8 milioane de clienți din trei segmente de business: persoane fizice (retail), companii IMM-uri & Mid-Corporate și Wholesale Banking.

Requirements

Minimum 2 years of proven experience in data analysis and insights generation.
Proficiency in Microsoft Excel & 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 & research experience is a plus.
Strong analytical & 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 & customer obsession attitude to translate customer pains/needs into actions.
Strong presentation and interpersonal communication skills (peer to peer and executive level).

Responsibilities

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 & 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 & analysis if needed (like customer segmentation, product/service portfolio).
KPI reporting & 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 & insights (retail management team, ING global teams, retail network, contact center, etc.).
You create comprehensives report & dashboards that summarize findings and provide insights.
You help identifying main pain points & 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 & 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 & 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 & implement global CX projects.

Other info

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.