Customer Intelligence Analyst

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 structurally collecting and analysing customer insights and use this data to drive decision making and unlock customer centric growth. Next to this, the CoE CX develops and advocates the CX expertise within ING WB and ensures customer centric development of customer touchpoints and interactions. The CoE CX plays an active role in the design and delivery of E2E customer journeys, making sure journey redevelopment is drenched with customer obsession and designed according to our CX design principles. Through advanced and fitting customer data analytics, you will identify and prioritize key drivers, root causes and opportunities to better serve and delight our customers.

The CoE CX is responsible for capturing dynamic, fact-based customer feedback by developing global CX measurements like NPS, CSAT and Voice of the Customer across products, geographies and channels. Connecting customer perception with behavioral, process, product and financial data and translating this into actionable insights, enabling the development of touchpoints and interactions that will create differentiating experiences for our customers. You will share a collective responsibility with your peers to improve ING’s performance and define opportunities to better serve and delight customers. Building business cases that capture customer and business value and track realization of these. In your role you will work directly with the other members of the Global Digital team, as well as other business domains in a dynamic environment. You will be based in Amsterdam and report to the CoE CX Lead.

We are looking for

A colleague with a talent for taking it on and making it happen, natural curiosity for the voice of our customer and enthusiasm for diving into complex business challenges. In other words, you strive to bring fresh ideas to life and embrace challenges in a fast changing and complex environment. You are resilient, self-starting and have the ability to navigate ambiguity. You are a naturally collaborative person who listens and invests in others to achieve common goals. You love to challenge the status quo and use data driven insights to propose creative solutions to problems.

Your key responsibilities are:

You will shape and develop the global CX intelligence discipline within the CoE CX; Design, code, experiment and implement models and algorithms to maximize customer experience and business outcomes; Organize and manage various datasets around CX; Clarify the underlying analytical models and relations to overall business performance, execute quantitative (and qualitative) analysis to create relevance for tribes, customer service teams, and front office colleagues; Link insights from customer surveys (NPS, CSAT, CES) to descriptive data throughout the customer journey to drive the development of new and improved journeys resolving customer pain points; Through advanced and fitting customer data analytics, you will identify and prioritize key drivers, root causes and opportunities to better serve and delight customers. Experience with natural language processing models is a plus; Assist in timely launch, collection, analysis and reporting of customer surveys and other feedback channels.

Key Capabilities/Experience

A master’s degree in data science, social science, cognitive science, artificial intelligence, statistics, financial analytics or other fields with a strong affinity to analytics. Minimum 2 years of professional experience in data analytics or data science. Excellent understanding of data science / analytics and apply to research and business challenges. You able to define the approach and execute analytics. Experience in managing large-scale datasets from various sources. Experience with NLP modelling and reporting tools (Power BI or Cognos) is a plus. Able to think conceptually, able to make impact and drive strategic decision making. Excellent English communication skills and ability to craft findings and recommendations into the business language for your stakeholders; Able to thrive in a demanding international work environment.

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. You can find out more about our employment conditions at

The benefits of working with us at ING include:

A salary tailored to your qualities and experience 24-27 vacation days depending on contract Pension scheme 13th month salary Individual Savings Contribution (BIS), 3.5% of your gross annual salary 8% Holiday payment Hybrid working to blend home working for focus and office working for collaboration and co-creation Personal growth and challenging work with endless possibilities An informal working environment with innovative colleagues

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