2 days ago

Data Analyst in Experience Design - CoE Customer Experience & Trust

ING Nederland

Amsterdam

2 days ago

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ING is seeking a Data Analyst for its Experience Design team within the CoE Customer Experience & Trust. The role involves delivering customer experience insights, reporting, and analytics to support decision-making. Requires 3+ years of experience, strong SQL skills, and expertise in NPS, CSAT, and data visualization.

HybridFull-timeMid LevelSQLPower BI

Data Analyst in Experience Design - CoE Customer Experience & Trust

Apply

HybridFull-timeMid LevelSQL

Salary

Not specified

Work Location

Amsterdam, North Holland, Netherlands, NL

Work Model

Hybrid

Experience Required

3 years

Employment Type

Full-time

Experience Level

Not Applicable

Core Qualifications

Technical (Must-have)

SQLPower BITableauNPSCSATCustomer Journey AnalyticsData VisualizationStakeholder ManagementCommunicationAnalytical Skills

Soft Skills

CommunicationStakeholder ManagementCollaborationCuriosityStorytelling

Preferred Qualifications

Technical (Nice-to-have)

Adobe AnalyticsPythonAutomationFinancial Services

Key Responsibilities

•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.

Data AnalystCustomer ExperienceBankingAnalyticsSQLPower BITableauNPSCSATHybrid

Key Responsibilities

•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.