CX Data Analyst @ING Hubs Romania

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The mission

The Center of Expertise for Customer Experience (CoE CX) aims to deepen customer focus by systematically gathering and analyzing insights to inform decision-making and drive client-centric growth. It also builds and promotes CX capabilities across ING Wholesale Banking, ensuring that customer touchpoints and interactions are developed with a strong outside-in perspective.

CoE CX plays a key role in designing and delivering end-to-end customer journeys, embedding customer obsession and applying CX design principles throughout. Using advanced and tailored research methods, we identify and prioritize key drivers, root causes, and opportunities to better serve and delight our customers. You will work with a diverse team of amongst other data analysts, service designers and researchers.

Your day to day

We're looking for a motivated data analyst passionate about understanding customer needs and enhancing their experience. You excel at transforming structured and unstructured data into actionable insights through advanced Power BI dashboards and reports, while ensuring secure and compliant data handling. You thrive in collaboration—partnering with the senior data analyst to navigate ING’s international landscape and stakeholder network—and are ready to support client feedback collection initiatives.

Your key responsibilities are:

• Analyze client feedback and performance data (e.g., web tracking, digital adoption, financial metrics, product uptake) from multiple sources to uncover trends, root causes, and opportunities for improvement.

• Design and maintain insightful dashboards and reports using tools like Power BI, turning complex data into actionable recommendations for stakeholders.

• Support voice-of-client and digital transformation initiatives, including client survey programs (e.g., NPS, CSAT), digital cockpit, and KPI tracking—managing end-to-end delivery from planning to reporting with accuracy and timeliness.

• Champion customer-centricity and a data-driven mindset across ING WB by collaborating with teams to embed an outside-in perspective in decision-making.

What you’ll bring to the team

• Strong analytical skills with at least 3-year experience in data visualization and dashboarding (Power BI or similar) and reporting.

• Excellent understanding of customer data and analytics to solve business challenges. You can define suitable research approach, execute analytics, and advise stakeholders based on outcomes.

• Ability and eagerness to take on client feedback collection and continuously contribute to data-based decision making.

• Excellent English communication skills, with the ability to translate insights into clear business language.

• Comfortable working in a fast-paced, international environment.

If you want to deep dive into the processing of personal data conducted by ING Hubs Romania during the recruitment process and your rights related to it, read the privacy notices on our website (make sure to scroll until you reach the Data Protection section/ Candidates tab).