Discover ING Bank

ING believes in a world where everyone has the right to grow and progress in their own way. We express this in our global tagline, “do your thing”. Perhaps more than in any other large company, we extend our belief in the power of autonomy to our own people. But there’s a catch. In return for great freedom, we expect people to do great things for our customers, our stakeholders, and ING at large.

To work here is to be surrounded by people who are energetic, ambitious, friendly and respectful: talented specialists who take the responsibility and autonomy to make great things happen. We stay curious, thrive on change, and seek new and better ways to make it happen. Active in Romania for more 30 years, ING Bank pioneered and challenged the local banking industry. Technology and innovation are at the core of what we do, making our products relevant for our customers’ lives and businesses.

ING Bank Romania is the only bank with an organic growth within the top 10 local banks by assets, without acquisitions of client portfolios or other banks. ING Bank Romania is a universal bank with more than 1.8 million customers from three business segments: individuals (retail), SME and Mid-Corporate companies and Wholesale Banking.

Join us!

Mission

The Retail Customer Experience (CX) team is part of the CX, Innovation & Design Centre of Expertise (COE) for Retail customers. Our mission is to create innovative products & services and to deliver our promise to the customers: an experience that is easy, personal, instant & relevant.

The CX Team is responsible for:

The feedback management, analysis & reporting.

Th CX KPIs, action planning that supports the strategic perspective.

The CX way of working & internal culture.

Your day-to-day

You are highly involved in the customer feedback management process by offering support and implementing automated solutions to improve it, such as:

• Tracking customer experience across online and offline channels by using CX tools, CX methodologies and research methods/tools to collect feedback from customers and deliver insights.
• Data collection and analysis: you gather and analyze large volumes of data from multiple sources, including customer feedback, service interactions and internal data.
• You use statistical methods and data analytics tools to identify patterns, trends, and areas for improvement.
• Customer insights: you deep dive into customer feedback to identify what drives customer satisfaction and loyalty. You formulate conclusions by connecting data from all sources.
• You find ways to automate data reporting & insights delivery by using Power BI and Excel.
• You use any other type of quantitative / qualitative data to connect the dots and provide actionable insights.
• You support the CX insights by bringing in additional data & analysis if needed (like customer segmentation, product/service portfolio).

KPI reporting & CX Strategy (responsible for the Retail CX KPIs):

• You propose CX KPIs (NPS, CSAT, CES) according to the ING retail strategy and facilitate data-driven decision making for the main stakeholders.
• You report the CX KPIs periodically to the stakeholders including trends & insights (retail management team, ING global teams, retail network, contact center, etc.).
• You create comprehensives report & dashboards that summarize findings and provide insights.
• You help identifying main pain points & opportunities to create action plans that would optimize CX KPIs.
• You contribute with CX strategic insights to help building a strong CX roadmap that would increase customer loyalty.

Embed the CX way of working into the organization:

• Together with the Design & Innovation teams you are part of the design process as a CX stakeholder. You bring in the CX perspective or insights and support the customer journey mapping initiatives.
• You look for new ways to communicate the Voice of the Customer within the organization.
• You promote & embed a CX-oriented way of working around customers’ feedback.
• As a member of the CX global community you work with colleagues from other ING countries to share best practices & implement global CX projects.

What you bring to the team

• Minimum 2 years of proven experience in data analysis and insights generation.
• Proficiency in Microsoft Excel & Power Point.
• Previous experience in working with Power BI
• Fluent in English (speaking and writing).
• Previous experience in working with data basis is a plus.
• Customer experience insights & research experience is a plus.
• Strong analytical & data driven way of thinking. Fast understanding of processes, data, and customer perspective.
• The ability to support, understand and work on cross-department projects with multiple teams.
• Solution-driven mentality (you are fast in finding solutions and workarounds to benefit our customers and business objectives).
• Creative thinking & customer obsession attitude to translate customer pains/needs into actions.
• Strong presentation and interpersonal communication skills (peer to peer and executive level).

What we offer

• Impactful work in a fun and collaborative environment.
• Open-concept offices designed for both teamwork and relaxation.
• Corporate events and social gatherings.
• Hybrid way of working with flexible working schedule and short week options.
• Monthly budget on Benefit platform.
• Extra annual leave days depending on the total length of working experience.
• Growth opportunities through upskilling/ reskilling programs and a variety of learning and development platforms: ING Learning Centre, Udemy, Bookster, as well as through trainings and certifications.
• Possibility to access Internal roles, International Short-Term Assignments or Long-Term Assignments.
• Context to make an impact through Sustainability and Corporate Social Responsibility projects.