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 1700 high-performing engineers, risk, and operations professionals.

We started out in 2015 as ING’s software development hub – a distinct entity from ING Bank Romania – 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 1500 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:
As a Data Analyst, you will play a crucial role on enhancing customer experience by leveraging data to automate interactions, improve service quality, and increase customer satisfaction. Your role will involve a mix of technical data analysis and business analysis. You will be instrumental in understanding and translating business needs into actionable insights through exploitation / analysis of conversational data to influence Net Promoter Score, reduce churn, and support business objectives.

Your day-to-day:
Even if you’ll start your day from the comfort of your home or drink your morning coffee in our office’s garden, your day will be quite similar when comes to tasks. Here are your daily responsibilities:

Data Analysis and Reporting:

Use SQL and Python to analyze data, generate reports, and create statistics that support business decisions.

You work with large amounts of data: facts, figures, and number crunching. You will need to see through the data and analyse it to find conclusions. This by e.g. data-mining activities, in-depth data analysis, data modelling, validating by combining and interpreting data.

Identify inconsistencies and optimize processes for improved customer experience. 

Use CSAT and quality data insights to predict and improve NPS and customer loyalty. 

Design and execute strategies to enhance the quality of interactions in chat services. 

Identify trends and patterns in data to provide actionable insights.

Develop and maintain dashboards and other visual tools to present data clearly to stakeholders.

Business Analysis:

Collaborate with stakeholders to understand their requirements and limitations.

Translate these requirements into data-driven solutions that align with broader business goals.

Balance automation and human interactions strategically to minimize churn and improve customer satisfaction. 

Ensure that solutions are scalable and adaptable to changing needs.

Foster a collaborative environment by working closely with cross-functional teams.

Adaptability and Flexibility:

Stay up-to-date with emerging technologies and industry trends.

Be ready to learn and adapt to new tools, methodologies, and challenges in a dynamic environment.

What you’ll bring to the team:

A minimum of 3 years of experience in data analysis, reporting, and/or statistics.

Experience with SQL (mandatory).

Experience with or knowledge of Python, Cognos/PowerBI.

Strong analytical and problem-solving skills.

Great communication skills, both speaking and writing.

Ability to work effectively with global teams and stakeholders.

Flexibility and a willingness to learn new technologies as they emerge.

Nice to have

Familiarity with Net Promoter Score, CSAT, and churn analysis methodologies.

Experience with automation and process optimization in a customer service environment is a plus. 

Experience with forecasting and predictive modelling techniques.

Familiarity with Agile methodologies.

Foreign languages: English (advanced); Dutch/French/Spanish/German are a plus

Education: Master’s degree in Mathematics, Economics, Computer Science, Information Management, Engineering, Statistics 

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).