Customer Insights Analyst

Description

The Customer Insights Analyst plays a pivotal role within the Customer Intelligence & Cockpit Centre of Excellence, transforming data into actionable insights that improve customer outcomes and drive business performance. This role is responsible for delivering advanced analytics, forecasting, visualisation, and strategic recommendations to support decision-making across the organisation. The role has a strong focus on digital interactions and customer engagement, combining customer and digital analytics to provide a Customer 360 view and support both Growth Tribe and Digital Tribe priorities.

At ING, we want to make life simpler and more worthwhile – for everyone who banks with us, for the people who work with us, and the community at large, too.

When you come to work at ING, you’re joining a team where individuality isn’t just accepted, it’s encouraged. We’ve built a culture that’s fun, friendly and supportive – it’s the kind of place where you can be yourself and make the most of whatever you have to offer.

We give people the freedom to think differently, take ownership of their work, and make great things happen. We’re here to help you get ahead. And with our global network, there’s plenty of scope to take your career in new directions, perhaps even ones you’ve never considered.

We are all about celebrating success and as a result we are proud to be a WGEA Employer of Choice for Gender Equality and a certified Family Inclusive workplace.

Sound like the kind of place you’d feel at home? We’d love to hear from you.

(One last thing, ING operates a direct talent sourcing model. So no agency introductions, please.)

Need more?

Applications close Tuesday, 6th October

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Responsibilities

• Partner with business stakeholders to understand strategic challenges, define analytical approaches, and provide data-driven recommendations that support key business decisions.
• Develop and deliver customer and digital engagement analytics, including forecasting and behavioural modelling, to identify opportunities for growth, customer engagement, and improved customer outcomes.
• Own the end-to-end analytics lifecycle, from requirements gathering and data sourcing through to model development, insight generation, reporting, and continuous improvement.
• Create compelling dashboards, visualisations, and presentations that translate complex data into meaningful insights for senior leaders and cross-functional teams.
• Leverage your experience in analytics, metrics, reporting, and modelling, alongside strong SQL, SAS, Python, and data visualisation capabilities, to drive innovation, process improvement, and evidence-based decision making.
• Develop insights into customer behaviour across mobile and web channels, including digital engagement, feature adoption, customer interaction patterns and channel usage trends.

Requirements

• Degree qualified in Business, Finance, Information Technology, Analytics, Management, or a related discipline, with a commitment to ongoing professional development.
• 5+ years' experience in a business or operational environment, including at least 2 years in analytics, metrics, reporting, modelling, or insights-focused roles.
• Strong technical capability in SQL, SAS, Python, or similar data analysis tools, with experience using Tableau or other visualisation platforms to tell compelling data stories.
• Experience in banking, financial services, customer analytics, marketing analytics, campaign optimisation, or customer lifecycle management will be highly regarded.
• Experience analysing customer behaviour, digital interactions, mobile app or web engagement data will be highly regarded.
• An analytical and commercially minded professional with excellent communication, stakeholder management, problem-solving, and influencing skills, who can work independently while building strong relationships across the business.

Benefits

• Discounted ING Health Insurance
• An additional Rest Day to support your wellbeing
• An IMPACT Day to volunteer on approved sustainability activity