Customer Experience Data Analyst | Temporary 12 months @ ING Bank

Short company description

Da, suntem o bancă și da, ne luăm munca în serios, dar când vine vorba de noi înșine, suntem destul de relaxați. Colegii noștri sunt prietenoși, deci nu vei rămâne pentru mult timp ,,persoana cea nouă”, plini de energie, deci nu vei avea timp să te plictisești și te vor ajuta la fiecare pas, deci nu-ți face griji pentru perioada de acomodare.
Punem preț pe individualitate și încurajăm fiecare persoană să facă lucrurile în felul ei.

ING este o bancă internațională cu o puternică bază europeană. Peste 60.000 de colegi deservesc aproximativ 38 de milioane de clienți și clienți corporate din peste 40 de țări.
Suntem mândri de alcătuirea noastră diversă și multinațională. Să te alături echipei ING înseamnă să iei parte unei culturi pentru care colaborarea și incluziunea sunt importante. Înseamnă să ai un mod de lucru flexibil și înseamnă să contribui la impactul pozitiv pe care ne străduim să-l avem asupra oamenilor și planetei.

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.