Data Analyst CX

il y a 1 mois

Bruxelles, Région de Bruxelles, Belgique ING Temps plein

CX Data Analyst (Marnix)

A day in the life of a CX Data analyst

As a CoE CX & Innovation, we are responsible for:

· Driving the NPS for our customers on Bank, Channel, Product & Journey level. This for the Retail and Business Banking scope.

· Drive customer retention, reduce churn, and increase customer satisfaction by overseeing end-to-end customer journey's including the feedback loop and complaint management.

· Embed the CX vision and criteria for success in close collaboration with the commercial teams and product / channel tribes / CLT's and global.

As a CX Data analyst, you will be focusing on:

Translating the business needs into an analytical request:

· Hereby you will be discussing and challenging the needs and requirements with your stakeholders.

· While thinking along you already think a step further in terms of a feasibility analysis, setting realistic timelines, and cross-checking the data needs and availabilities.

· Based on this, you define a suitable approach and solution that fits the needs. These you communicate in a clear and transparent way to your stakeholders.

Go over to the execution phase, this by applying some advanced analytical skills, capabilities and techniques, some examples are:

· Getting to know all the data available, the different tools to query, visualize and analyze this data

· Executing an in-depth analysis on our customer data base to come up with answers to some specific questions or needs from the business

· Create some advances ad-hoc reporting for specific needs, using tools like PowerBI, Cognos and Adobe

· Creating target groups for outbound customer communication; thinking about the right selection criteria, channels, offers, and A/B tests

· Be part of a project or project team and help them delivering based upon the data

After the analytical quest you communicate your insights and recommendations in an appropriate way to the stakeholders:

· This by applying the right visualization techniques.

· Adapting your storyline and message to the needs and context of your stakeholders.

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.

  • Be extremely customer-focussed, a true team player, and well organized whilst displaying high flexibility

  • Be analytical: extremely curious, constantly looking for an explanation; analysing sharply, concise & to the point

  • Experience in SQL and with tools such as SAS, PowerBI, Cognos or Adobe is a must
  • Take ownership on tasks assigned: you will be cultivating analytics within the bank
  • Excellent level of English and Dutch and/or French

    As a CX & Innovation Data analyst you will have the opportunity to:


    • Participate in courses and trainings within the analytical domain, working closely together with the Analytics Academy of the tribe Digital and Customer Interactions


    • Get challenging, strategic and highly visible projects to support or take the lead in


    • Have a variation in content with an ability to discover a broad range of bank activities

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