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Customer Intelligence Analyst
1 maand geleden
**We are looking for a Customer Intelligence Analyst**
This person breathes the vision of creating a deeper customer focus to unlock customer centric growth, drive focused action and instill a customer centric mindset. With a natural curiosity for all customer (related) data you are keen to identity customer opportunities or risks by connecting data across systems. With the insights retrieved from your analyses you drive customer centric decision making and change within Wholesale Banking Chief Transformation Office.
You will be responsible for the design and development of best in class customer data analytical tools and solutions, leveraging or recommending a variety of techniques to answer important CX challenges. Within the global Center of Expertise Customer Experience, you have a fantastic opportunity to shape and develop the global CX intelligence within ING. You will need a natural curiosity to uncover customer insights, a self-starting mentality and excellent influencing skills to convince stakeholders of your identified opportunities.
**Context - Wholesale Banking strategy**
Our Wholesale Banking growth strategy is to provide a differentiating banking experience and partner with corporate clients and financial institutions who are on-board for a sustainable, long-term relationship - who look beyond numbers and have a bigger, longer-term vision. With this we remain at the forefront of evolving trends that shape the banking industry, especially in this rapidly evolving economic landscape. Our ‘ING differences’ offer particular value to clients in three key areas:
Our global reach, with local experts - no matter where our clients are in the world, our network of experts offers them a seamless local experience with a global view. Our sector expertise - we know our stuff and our clients trust us to deliver tailored solutions to meet their needs. Our focus on sustainability - we’re not just green thought leaders, we actually work hand-in hand with our clients to address some of the most pressing issues in the world today.
We can only deliver this value to our clients if we deliver a superior customer and employee experience throughout their entire ING journey. For this, we always return to our core strength of putting the customer at the center. Therefore, it’s now time to grow ‘The Digital Differentiator’. Not as a goal in itself, but as one of the key enablers of the ‘ING Difference’.
As the world is changing fast, we need to keep up with changing customer expectations. What they expect to experience today, is not what they expect tomorrow and beyond. One thing is certain, customers are expecting a frictionless digital delivery of our products and services. And they will increasingly do so - digital capabilities are considered as one of the key factors in making banking decisions. This is exactly why ‘seamless digital delivery’ is one of the “must-win battles” as defined in our Wholesale Banking Growth Strategy and why we have embarked on our digital transformation.
**Context - Chief Transformation Office: Leading the Digital Transformation**
When launching the WB Growth Strategy, a new business unit, Chief Transformation Office (CTO), reporting to Head of Wholesale Banking, has been created to lead and accelerate change in three key areas: i) leading the Digital Transformation to improve the digital experience of our colleagues and our clients and future proof our organization, ii) ensuring our current product range responds to our customers’ needs and our portfolio is efficiently updated when needs are changing and iii) executing an effective originate to distribute strategy to optimize our capital allocation.
The WB CTO team currently is comprised of around 200 colleagues and brings together a range of roles related to digitalization, change, regulation, customer data and capital deployment represented in three pillars: Distribution (Capital and Liquidity Expertise Centre), Digital (Global Head Digital & Tribe Lead Omnichannel) and Delivery (Transformation Management, Regulatory Lead & Corporate Customer Data Management).
**Your role and work environment**
As part of WB CTO, the Global Digital team is pivotal in realizing the target digital delivery and improving customer and employee experience. The team delivers upon the WB Digital ambition to ‘’enable seamless delivery of products, solutions and services that matter most to our colleagues and customers.’’ Team Digital is fully dedicated to setting the WB digital strategy, redirecting where needed based on market
- and internal developments, pushing for strong prioritization and commitment throughout the organization, and ensuring our delivery efforts bring the value we target for. The Digital team consists of experts in three focus areas: Digital strategy & execution, FinTech and new technologies and the CoE Customer Experience.
The main purpose of the CoE CX is to develop a deeper customer focus by s
