Data Analyst in Experience Design - CoE Customer Experience & Trust

At ING, we're looking for a Data Analyst who is passionate about understanding customer behaviour and turning data into actionable insights.

Within the Experience Design team, part of the CoE Customer Experience & Trust, we help ING become increasingly customer-centric by providing customer experience insights, reporting, and analytical solutions that enable better decision-making across the organisation. The team plays a key role in measuring and improving customer journeys through NPS, CSAT, customer journey analyses, and advanced analytics.

As a Data Analyst, you will be responsible for delivering high-quality insights and reporting that support product teams, customer journey experts, and senior management. You enjoy working with complex datasets, translating findings into clear recommendations, and continuously improving the way customer experience data is collected, analysed, and shared.

The team

The Experience Design team combines customer research, customer experience measurement, analytics, and innovation to help ING better understand customer needs and behaviours. As part of the CoE Customer Experience & Trust, the team strengthens customer experience steering, reporting, and decision-making across the organisation.

You will work closely with Customer Journey Experts, UX professionals, researchers, analysts, and business stakeholders across ING to ensure customer insights are translated into meaningful actions.

Roles and responsibilities

As a Data Analyst in the Experience Design team, you:

• Deliver customer experience data and reporting, including Bain data deliveries, stakeholder reporting, and data exports.

• Own CSAT and NPS reporting and analyses, ensuring stakeholders have timely and actionable insights into customer satisfaction trends.

• Perform customer, segment, and journey analyses, including key episode, Toluna, Gen Z, and Affluent segment deep-dives.

• Provide ad hoc analyses for senior management, translating complex findings into clear recommendations.

• Maintain and further develop the Daily Newsletter, ensuring customer experience insights are communicated effectively across the organisation.

• Create, maintain, and enhance the CX Dashboard, enabling data-driven decision-making across teams.

• Maintain and continuously improve the CX Analytics Portal, increasing accessibility and usability of customer experience insights.

• Set up and manage NPS and CSAT surveys, ensuring data quality and consistency across measurement programmes.

• Support the LLM/NPS programme through advanced analytics, automation, and innovation, helping scale customer insight generation and reporting.

• Translate complex data into compelling stories and recommendations for stakeholders at different levels of the organisation.

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.

We are looking for someone who has:

• 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, such as NPS, CSAT, customer journey insights, surveys, or usability research.

• Experience analysing customer attributes and digital behavioural data across app and web channels.

• The ability to create quantitative customer profiles, segments, and journey insights that support 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, with the ability to collaborate with CX experts, UX researchers, and business stakeholders to connect quantitative and qualitative insights.

• Experience with Adobe Analytics or similar digital analytics tools, Python, automation, or financial services are considered a strong plus.

Diverse perspectives fuel innovation and growth. Even if you don't meet every requirement, your unique skills could make a difference. If you bring a fresh perspective, we want to hear from you. Together, we create better solutions for our customers.

Rewards and benefits

We want to make sure that it’s possible for you to strike the right balance between your career and your private life. Find out more about our employment conditions.

The benefits of working with us at ING include:

• A competitive salary aligned with your skills and experience

• 25-28 vacation days depending on your contract

• Pension scheme

• 13th month salary and 8% holiday allowance

• Individual Savings Contribution (BIS), 3.5% of your gross annual salary

• Flexible working hours and hybrid working options

• A mobility card: choose your mode of transport for commuting each day, with free public transport on weekends.

• Personal growth and challenging work with endless possibilities

• An informal working environment with a diverse group of innovative colleagues

About us

Curious about how ING empowers people and businesses to move forward? Discover what we do and what we can offer you.

Questions?

Contact the recruiter attached to the advertisement. Want to apply directly? Please upload your CV and motivation letter by clicking the ‘Apply’ button.