Jobs / data
Data Analyst in Experience Design - CoE Customer Experience & Trust
ING · Amsterdam
About the role
At ING, we're looking for a Data Analyst who is passionate about understanding customer behaviour and turning data into actionable insights.
Within the Experience Design team, part of the CoE Customer Experience & Trust, we help ING become increasingly customer-centric by providing customer experience insights, reporting, and analytical solutions that enable better decision-making across the organisation. The team plays a key role in measuring and improving customer journeys through NPS, CSAT, customer journey analyses, and advanced analytics.
As a Data Analyst, you will be responsible for delivering high-quality insights and reporting that support product teams, customer journey experts, and senior management. You enjoy working with complex datasets, translating findings into clear recommendations, and continuously improving the way customer experience data is collected, analysed, and shared.
What you will do
As a Data Analyst in the Experience Design team, you:
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.