Customer Journey Expert - Data Analytics (Savings & Term Deposits)

Within the Daily Banking & Client First Tribe, we are looking for a Customer Journey Expert - Data Analytics to join our Savings & Term Deposits Squad. In this role, you will be the analytical driving force behind the squad, helping us make better decisions through data, customer insights, and experimentation.

Working in a multidisciplinary environment alongside colleagues from Business, IT, Data, Marketing and Risk, you will play a key role in optimizing the end-to-end customer journey-from acquisition and engagement to retention and churn prevention.

Your impact

As our Customer Journey Expert, you combine analytical excellence with business acumen. You know how to uncover meaningful patterns in data and translate them into insights that influence commercial strategy, customer experience, and product development.

By connecting customer behavior, campaign performance and business objectives, you help the squad identify opportunities, prioritize initiatives and continuously improve results.

What you’ll be doing

Become the voice of the customer through data. You will develop a deep understanding of our customers by analyzing behavioral, transactional and lifecycle data. Through advanced segmentation and profiling, you will identify what drives customer acquisition, engagement, loyalty and retention.

Your insights will help the squad better understand customer needs, anticipate future behavior and create more relevant customer experiences. You will also contribute to predictive views on customer value and future growth opportunities.

Drive commercial performance with analytics

Data plays a central role in how we evaluate and optimize our savings and term deposit propositions. You will monitor and analyze the performance of commercial campaigns and initiatives, assessing their impact on customer behavior and business results.

You will define and track key performance indicators such as conversion, volume growth, customer retention, ticket size and return on investment. During campaigns, you will provide actionable recommendations to improve results, while post-campaign analyses will help identify what worked, what didn’t, and where future opportunities lie.

Your insights will support data-driven decisions around pricing, customer targeting and campaign design.

Foster a culture of experimentation

You believe that great customer journeys are built through continuous learning. That’s why you will design, monitor and evaluate A/B tests and other experiments to validate hypotheses and measure impact.

Together with the squad, you will embrace a test-and-learn mindset, using data to identify performance levers and translate findings into concrete improvements for the product backlog and customer journey.

Bring data to life through storytelling

Insights only create value when they are understood and acted upon. You will build and maintain intuitive Power BI dashboards that provide transparency on squad performance and customer behavior.

By ensuring a clear and consistent view of key metrics, you help create a single source of truth for decision-making. You are skilled at translating complex analyses into compelling stories, allowing stakeholders at different levels of the organization to make informed decisions with confidence.

Be the data expert within the squad

You will be the go-to expert for customer journey analytics, working with tools such as Adobe Analytics, Power BI, SQL and Excel. You are comfortable navigating large datasets and transforming raw information into strategic insights.

In addition, you will contribute to maintaining high standards of data quality, governance and consistency, ensuring that decisions are always based on reliable information.

You are naturally curious and enjoy solving complex business questions with data. You are equally comfortable diving into datasets as you are presenting insights to stakeholders.

You combine strong analytical skills with a customer-centric mindset and understand how data can drive both business performance and customer value. You enjoy working collaboratively in an agile environment and take ownership of delivering measurable impact.

Furthermore, you bring:

• Current residency in Belgium and availability to travel to the office 2-3 times per week.
• At least 5 years of relevant experience in a similar role within a bank or a consulting firm (e.g., a Big Four company), such as Data Analyst, Product Owner, or a comparable position.
• Fluency in English and proficiency in either Dutch and/or French.
• A strong affinity for data analysis and data processing.
• Hands-on experience with Adobe Analytics, Power BI, SQL, and Excel is highly preferred

Pulled from the full job description

• Profit sharing
• Internet reimbursement
• Commuter assistance, This is an opportunity to play a pivotal role in shaping the future of the Savings & Term Deposits customer journey. You’ll work in a collaborative and multidisciplinary team where your insights directly influence strategic decisions, customer experience improvements and commercial results.

If you’re excited about customer analytics, experimentation, data visualization and transforming insights into action, we’d love to hear from you.

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Discover what we do and what we can offer you.

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. Find out more about our employment conditions. The benefits of working with us at ING include:

• An attractive gross salary, depending on your job category and professional experience.
• Flex Budget
• 20 statutory holidays, plus an additional 9-11 days of annual leave, 1 regional public holiday, and 4 bank holidays
• Profit Sharing
• Reimbursement of your train or bus pass
• Telephone subscription and internet allowance
• Pension Plan
• Hybrid working
• Personal growth and challenging work with endless possibilities
• An informal working environment with innovative colleagues