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Customer Experience research professional

ING Group Amsterdam, Netherlands
Posted 2 days ago Permanent Competitive
Customer Experience research professional
Customer Experience research professional

Employee | Wholesale Banking | Professional | Netherlands | North Holland | B |

ING WB CoE CX - Customer Experience research professional

We are looking for an experienced CX research professional

As a CX research professional, you breathe the vision of creating a deeper customer focus to unlock customer centric growth, drive action and instill a customer centric mindset. With a natural focus on our customers, their challenges, needs and expectations you are keen to identity opportunities by connecting data across multiple sources or performing qualitative deep dives. With retrieved insights, you drive customer centric decision making within ING Wholesale Banking. Together with the center of expertise CX, you will be responsible for customer research - from design, execution to analytics and providing recommendations. Research can vary from survey dispatching, data analyses to qualitative research, like facilitating a customer round table or conducting interviews. You have 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 customers in three key areas:

Our global reach, with local experts - no matter where our customers 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 customers 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 customers to address some of the most pressing issues in the world today.

We can only deliver this value to our customers 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 customers 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 these insights 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 research, you will identify and prioritize key drivers, root causes and opportunities to better serve and delight our customers.

We are looking for

A colleague with a talent for taking it on and making it happen, natural curiosity for the voice of the customer and enthusiasm for diving into complex business challenges. Customer centricity is in your DNA, and you have a self-starting mentality and excellent communication skills to engage with customers and stakeholders. 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:
  • Design and conduct extensive quantitative and qualitative customer research to understand the behavior, needs, and preferences of wholesale banking customers.
  • Collect and analyse customer data to uncover trends and drivers based on various data sources like NPS and CSAT.
  • Facilitate and conduct different kinds of qualitative research like; usability tests, customer interviews and panels. This requires the ability to communicate with customers and stakeholders on complex topics to uncover needs, challenges and behaviors.
  • Craft and present reports, presentations, and recommendations based on findings to key stakeholders within the organization.
  • Staying informed on best practices and innovative research methods to continuously improve the quality and depth of customer and market insights.
  • Develop and support customer centricity and drive an outside-in and data-driven mindset within ING WB, along with the rest of the team.

Key Capabilities/Experience
  • A master's degree in Business Administration, Digital Marketing, Customer Experience, data science, social science, cognitive science, or other fields with a strong affinity to research, CX or analytics.
  • Minimum 4 years of professional experience in customer research - preference both qualitative research and data analyses.
  • Excellent understanding of customer research to solve business challenges. You are able to understand business challenges and research questions, define a suitable research approach, conduct research, execute analytics and advice based on the outcomes.
  • Experience with reporting tools (Power BI or Cognos) and surveying tools (Medallia or Qualtrics) is a plus.
  • Able to think conceptually, digest complex research topics and drive strategic decision making.
  • Excellent English communication skills are required when engaging with our customers and stakeholders. You also have the ability to craft findings and recommendations into business language for your stakeholders;
  • Able to thrive in a demanding international work environment.

You will be based in Amsterdam and report to the CoE CX Lead.

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 https://www.ing.jobs/netherlands/Why-ING/benefits.htm

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 awarded.

About us

With 60,000 employees and operations in approximately 40 countries, there is no shortage of opportunities for people with initiative who want to help people take a step ahead in life and in business. Do you want to work at the cutting edge of what's possible and at the same time ensure you work with integrity and hold the customer's interests at heart? Do you want to be surrounded by progressive, inspiring, diverse and supportive colleagues? Then there is no better place to invest your talents than at ING. Join us. Apply today.

Questions?

Contact the recruiter attached to the advertisement for more information. Want to apply directly? Please upload your CV and motivation letter by clicking the "Apply" button. Please note, multiple interview steps involving various business stakeholders will be part of the selection process.
Job ID  REQ-10077080
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