Customer Insights & Data Expert

Location: Brussels, BRU, BE

Employment Type: Full time

What will you do?

Turn Data into strategic insights

• Combine data modelling with clear storytelling: translate complex data into recommendations that drive decisions,
• Use GenAI and automation to accelerate insight generation and improve analytical efficiency,
• Lead initiatives that integrate innovation, customer behavior insights, and predictive modelling,
• Build deep understanding of ING’s customer datasets and analytics platforms,
• Run explorations and deep‑dive analyses to surface patterns, pain points and opportunities,
• Develop smart, insight‑rich reporting that guides decisions,
• Translate complex data into clear, tangible business recommendations.

Discover what truly matters to customers

• Lead customer insight research and gather data that reveals customer needs for your domain(s),
• Validate ideas and challenge assumptions using facts, not opinions,
• Work with CX experts to shape new concepts and solutions,
• Be the ambassador of the "voice of the customer," amplifying insights across the business.

Make your story stick

• Build a narrative that bridges innovation (GenAI, automation) with concrete data insights,
• Present insight using strong visualizations and compelling storytelling,
• Tailor messages to different audiences – from operational squads to senior leadership,
• Turn your findings into real improvements that boost NPS and customer satisfaction.

How to succeed

We hire smart people like you for your potential, curiosity & drive.

• At least 5 years of relevant experience in innovation, NPS steering, customer insights or a similar analytics-driven environment,
• A strong innovation mindset and experience applying GenAI and data automation to improve processes or insights,
• Ability to connect the dots: build the story behind the data and influence decisions,
• You are extremely customer-focussed, a true team player, and well organized whilst displaying high flexibility,
• Be analytical: extremely curious, love solving solving puzzles and explaining insights clearly,
• Experience in SQL is a must. SAS, Cognos, Adobe, Power BI and similar tools nice to have. Experience with research, experimentation or customer insights a bonus,
• You love take ownership and like to challenge the status quo,
• Excellent level of English, and Dutch and/or French.

At ING, you’ll be supported to grow into an even more awesome version of yourself:

You’ll get:

• Access to ING’s Analytics Academy & CX (PACE) training,
• Opportunities to lead high-impact, visible projects,
• Exposure to end-to-end bank activities across products & channels,
• A front-row seat in ING’s global CX & innovation community,
• Continuous learning through experimentation, mentoring, and learning-by-doing.

The team

We are a customer-obsessed, high-energy, and impact-driven team with a simple mission: Make the customer voice roar across ING Belgium..

As a CoE CX & Innovation:

• We steer the NPS strategy across the bank, channel and products,
• Embedding the CX vision and criteria for success in close collaboration with the commercial teams and product / channel tribes and global,
• Accelerating the strategy through out of the box thinking, validated learning, experimentation and go-to-market innovation.

Ready to create impact?

If you’re excited by the mix of data, research, customer behaviour, and business impact, we’d love to meet you.