data analyst customer experience

ING is a bank that helps people and businesses move forward. Its Experience Design team provides customer experience insights, reporting, and analytical solutions to support customer-centric decision-making across the organisation.

• Deliver customer experience data and reporting, including Bain data deliveries, stakeholder reporting, and data exports;
• Own CSAT and NPS reporting and analyses;
• Perform customer, segment, and journey analyses, including key episode, Toluna, Gen Z, and Affluent segment deep-dives;
• Provide ad hoc analyses for senior management and translate complex findings into clear recommendations;
• Maintain and further develop the Daily Newsletter;
• Create, maintain, and enhance the CX Dashboard;
• Maintain and continuously improve the CX Analytics Portal;
• Set up and manage NPS and CSAT surveys;
• Support the LLM/NPS programme through advanced analytics, automation, and innovation;
• Translate complex data into compelling stories and recommendations for stakeholders at different organisational levels.

• 3+ Years of experience in analytics, customer insights, business intelligence, digital analytics, or a related field;
• Strong analytical skills with the ability to translate complex data into clear recommendations and business impact;
• Experience with customer experience metrics and research data, including NPS, CSAT, customer journey insights, surveys, or usability research;
• Experience analysing customer attributes and digital behavioural data across app and web channels;
• Ability to create quantitative customer profiles, segments, and journey insights supporting product and design decisions;
• Excellent SQL skills and experience working with large and complex datasets;
• Experience with reporting and visualisation tools such as Power BI, Tableau, or similar platforms;
• Strong communication and stakeholder management skills;
• Nice to have: Adobe Analytics or similar digital analytics tools, Python, automation, financial services.

• Competitive salary aligned with skills and experience;
• 25-28 Vacation days depending on the contract;
• Pension scheme;
• 13Th month salary and 8% holiday allowance;
• Individual Savings Contribution (BIS) of 3.5% of gross annual salary;
• Flexible working hours;
• Mobility card with free public transport on weekends;
• Personal growth and challenging work;
• Informal working environment with a diverse group of innovative colleagues.