Lead Customer Insights Consultant for BB and PB&WM (KF19)
Full time position (40-hour week)
ING’s purpose is to empower people to stay a step ahead in life and in business. Our strategy is built around our purpose and making the difference for people and the planet. We are an industry recognized strong brand with positive recognition from customers in many countries, a strong financial position, omni-channel distribution strategy and international network. If you want to work at a place where we believe that you can make the difference by using machine learning to generate data driven products and solve the most pressing business challenges, please read on.
The Team | Global Retail
The Global Retail organization is end-to-end functional responsible for the three retail segments: Private Individuals, Business Banking, and Private Banking & Wealth Management. Key responsibilities will be: to define and cascade down the segment strategy, manage commercial and financial performance, and first line risk and regulatory responsibilities. In our Global Retail strategy, Superior Customer Experience and Sustainability at heart in a safe & secure environment are the key enablers of business growth.
The head office teams will accumulate segment intelligence and best practices, ensure segment-wide consistency and scale successful local initiatives across the three segments. To put our customers first and really make the difference, we focus execution capacity close to the customer.
A strategic, dynamic and international setting serving our 40+ million clients, working in a highly ambitious team with great development opportunities.
Job Purpose
The Customer Insights Lead Consultant engages works with the data analysts and local / group stakeholders on Customer Intelligence activities, in order to support the CoE in translating insights into improved strategic decision-making across the Retail segment, with a focus on Business Banking. The Consultant executes analytics projects and consolidates management reports using different types of data (customer, business, financials).
Role Profile
As a Lead Consultant Customer Insights for Business Banking and Private Banking & Wealth Management, you report to the Head of COE Customer Insights and Sustainability. Your responsibilities include:
• Drive the establishment and set up of consistent customer measurement, including aligned customer definitions, across the BB and PB&WM segments
• Drive key insights & establish priority setting across BB and PB&WM segments to maintain and improve Digital business reporting (MIS)
• Improve reporting process and data quality, making sure Global teams and local units are fully aligned on definitions and data management
• Automate reporting processes on customer KPIs for BB and PB&WM, to reduce manual processes, risks and complexity
• Support the implementation of broader data-driven transformation at ING, implementing new segment views and capabilities in the Global DataMart.
• Generate customer knowledge (360 view), by performing deep-dives and ad-hoc analysis based on aggregated data at customer level, enhancing our view on customer behaviour for BB and PB&WM segments
• Coordinate, to support the CoE head, customer growth strategy with different relevant stakeholders: Business Banking and Private Banking & Wealth Management Global teams, Local CI/Growth Tribes and other relevant global and local stakeholders.
• Develop, promote and coordinate Customer Experience culture across the Retail segments and supports the CoE head in internal related stakeholder management
About you
Education: Master's degree in technical / business field (engineering, computer science, econometrics or likewise) or financial / economics field
Experience:
• 8+ years in an international setting in the financial industry
• All-round (digital) expert that combines broad understanding of business strategy (helicopter view) with proficiency in strategic planning, analytics, and reporting.
• Proven understanding of core BB products and business models
• Solid background in analytics including key tools (SQL, SAS, PowerBi)
• Solid background and experience in project management
• Proven track record in achieving business impact within a global corporate context
Skills
• Cultural- and organizational sensitivity developed through prior experiences in different international working environments
• Solid understanding of all aspects of Retail Banking and how to manage RoE growth by means of the right diversified fee income strategy
• Deep understanding of how to use data to generate insights and solve problems, ability to dive deep into reports, studies (e.g market research and competitor analysis), to provide trends and actionable insights to the business.
• Strong communication skills: persuasive and a natural communicator; being able to ‘get people on board’ and ensure necessary buy-in from stakeholders, both internal and external
• Proven stakeholder management skills.
• Sound experience in building and executing (customer journey) roadmaps with a focus on improving customer experience
Competencies
• Ability to work in a highly complex and dynamic environment
• Ability to translate business questions into data requirements and actions to enable the organisation to be more data driven in its decision-making.
• Planning and organizing : sees the big picture and is able to anticipate changes and developments and realize goals.
• Strong interpersonal skills displaying cultural sensitivity in coordinating interactions with and between the different business units
• Problem analysis & judgment : ability to develop complex, non-standard analyses
• Investigative and learns quickly whilst creating a learning environment that contribute fostering an empowering culture
• Develop and maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.
• Communication: able to effectively communicate technical concepts and results to business audiences
• You are fluent in written and spoken English
What do we offer?
A strategic, dynamic and international setting serving our 40+ million retail clients, working in a highly ambitious team with great development opportunities.