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Customer Insights Analyst

2 months ago

Sydney, Australia ING Full time

ING, Australia’s most recommended bank is on the hunt for an experienced **Customer Insights Analyst** to join our high performing Customer Insights team. You’ll be responsible for producing comprehensive deep-dive analyses, and delivering these actionable insights to key stakeholders using impactful visualisation and presentation techniques.

You’ll be an integral part of our Customer Insights team, which is the CoE for the analytics function, for our retail bank. The CI team is also a strategic partner for the business, equipping our stakeholders with data and insights to help identify, assess and quantify opportunities and outcomes, drive decisions, as well as to understand their impacts.

**What are you going to do? You will be**
- A storyteller at heart, identifying a business challenge, using data, research and advanced analytic techniques to form a convincing narrative and make recommendations.
- Naturally curious with the ability to think outside the box - how can I test this hypothesis?
- Collaborating with key stakeholders across the business to understand and clarify their business problems and propose investigative approaches to support decision-making.
- Developing analytics to understand behaviours including customer behaviour, channel use, customer segments, product value, social media and lifetime value and presenting these insights and recommended actions in an engaging way.
- Integrating internal and external data sources to maximise the insights derived (examples of external data sources include quantitative research; government data sources such as APRA, RBA; external data agencies such as Nielsen; ABS/population).
- Managing data discovery and manipulation, working and transforming customer / business data to improve usability and assess the quality and viability of the intended research

**What are we looking for? Someone who has**
- Strong business acumen, influencing skills, and the ability to produce insights (not just data), with clear articulation of findings to stakeholders across the business and at all levels of management. You must be able articulate technically complex concepts used in modelling and analytics in plain everyday English.
- Experience in the mortgage domain would be considered highly advantageous
- The ability to take ownership, be autonomous, but also seek assistance when required
- Advanced working knowledge of MS SQL / Teradata, SAS (Enterprise Guide and SAS Macros) and Excel is essential.
- Intermediate working knowledge of Tableau and/or Power BI.
- Experience with Python, the Google Cloud Platform environment and R are desirable, but not essential.
- Highly analytical, problem solving, lateral thinking and interpretive skills
- Excellent communication and interpersonal skills with a customer-centric focus on delivery and meeting outcomes.

**About Us**

At ING, we want to make life simpler and more worthwhile - for everyone who banks with us, for the people who work with us, and the community at large, too.

When you come to work at ING, you’re joining a modern and progressive team where individuality isn’t just accepted, it’s encouraged. You’ll be surrounded by people who are friendly, inclusive and respectful, who want you to reach your potential. It’s one of the many reasons we’re proud to be an Employer of Choice for Gender Equality.

We give people the freedom to take risks, stay curious and think differently, and seek new and better ways to make things happen. We’re here to help you get ahead. And with our global network, there’s plenty of scope to take your career in new directions, perhaps even ones you’ve never considered.

Sound like the kind of place you’d feel at home? We’d love to hear from you.

(One last thing, ING operates a direct talent sourcing model. So no agency introductions, please.)

**Applications close Wednesday 24th May 2023

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