Discover ING Hubs Romania
ING Hubs Romania offers 130 services in software development, data management, non-financial risk & compliance, audit, and retail operations to 24 ING units worldwide, with the help of over 2000 high-performing engineers, risk, and operations professionals.
We started out in 2015 as ING’s software development hub, then steadily expanded our range to include more services and competencies. Now we provide borderless services with bank-wide capabilities and operate from two locations: Bucharest and Cluj-Napoca.
Our tech capabilities remain the core of our business, with more than 1800 colleagues active in Data Management, Touchpoint Channels & Integration, Core Banking, and Global Products.
We enjoy a flexible way of working and a highly collaborative environment, where fair and constructive feedback is encouraged.
For us, impact isn't a perk. It's the driver of our work. We are guided and rewarded by a shared desire to make the world a better place, one innovative solution at a time. Our colleagues make it their job to do impactful things and they love doing it in good company. Do you?
The mission
The Center of Expertise for Customer Experience (CoE CX) aims to deepen customer focus by systematically gathering and analyzing insights to inform decision-making and drive client-centric growth. It also builds and promotes CX capabilities across ING Wholesale Banking, ensuring that customer touchpoints and interactions are developed with a strong outside-in perspective.
CoE CX plays a key role in designing and delivering end-to-end customer journeys, embedding customer obsession and applying CX design principles throughout. Using advanced and tailored research methods, we identify and prioritize key drivers, root causes, and opportunities to better serve and delight our customers. You will work with a diverse team of amongst other data analysts, service designers and researchers.
Your day to day
We're looking for a motivated data analyst passionate about understanding customer needs and enhancing their experience. You excel at transforming structured and unstructured data into actionable insights through advanced Power BI dashboards and reports, while ensuring secure and compliant data handling. You thrive in collaboration—partnering with the senior data analyst to navigate ING’s international landscape and stakeholder network—and are ready to support client feedback collection initiatives.
Your key responsibilities are:
Analyze client feedback and performance data (e.g., web tracking, digital adoption, financial metrics, product uptake) from multiple sources to uncover trends, root causes, and opportunities for improvement.
Design and maintain insightful dashboards and reports using tools like Power BI, turning complex data into actionable recommendations for stakeholders.
Support voice-of-client and digital transformation initiatives, including client survey programs (e.g., NPS, CSAT), digital cockpit, and KPI tracking—managing end-to-end delivery from planning to reporting with accuracy and timeliness.
Champion customer-centricity and a data-driven mindset across ING WB by collaborating with teams to embed an outside-in perspective in decision-making.
What you’ll bring to the team
Strong analytical skills with at least 3-year experience in data visualization and dashboarding (Power BI or similar) and reporting.
Excellent understanding of customer data and analytics to solve business challenges. You can define suitable research approach, execute analytics, and advise stakeholders based on outcomes.
Ability and eagerness to take on client feedback collection and continuously contribute to data-based decision making.
Excellent English communication skills, with the ability to translate insights into clear business language.
Comfortable working in a fast-paced, international environment.
If you want to deep dive into the processing of personal data conducted by ING Hubs Romania during the recruitment process and your rights related to it, read the privacy notices on our website (make sure to scroll until you reach the Data Protection section/ Candidates tab).
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What We Do
ING is a pioneer in digital banking and on the forefront as one of the most innovative banks in the world. As ING, we have a clear purpose that represents our conviction of people’s potential. We don’t judge, coach, or tell people how to live their lives. However big or small, modest or grand, we empower people and businesses to realise their vision for a better future. We made the promise to make banking frictionless, removing barriers to progress, and make people confident in their financial decisions. As a global bank we have a huge opportunity – and responsibility – to make an impact for the better. We can play a role by financing change, sharing knowledge, and innovating. Being sustainable is in all the choices we make—as a lender, as a partner and through the services we offer our customers
