Area Lead Customer Intelligence & Advanced Analytics

About the role

ING is looking for an Area Lead for Customer Intelligence and Advanced Analytics within its Growth Tribe Belgium, Private Individuals. The role defines and drives the strategy for customer intelligence, growth analytics and advanced analytics, turning data, customer insights, AI and analytics into measurable commercial impact. It covers customer acquisition, activation, engagement, retention and customer value growth, and reports to the Tribe Lead Growth.

Key responsibilities

• Own the strategy, vision and multi-year roadmap, the growth data and intelligence ecosystem, KPI governance and measurement strategy, and sponsor innovation through machine learning and experimentation frameworks.
• Own annual objectives, KPIs, investment prioritisation and budget allocation, build business cases and deliver executive performance reporting.
• Lead the area of analytics, reporting, customer intelligence, data science and measurement, including 2 product leads, 6 squads, 25 direct reports and 31 functional FTE, and develop data-driven decision-making and AI adoption capabilities.
• Drive customer segmentation, propensity modelling, next-best-action and customer lifetime value capabilities, and own the Growth Data Cockpit and executive dashboards.
• Present strategic recommendations and business cases to senior executives and influence decisions across Growth, Product, Marketing, Channels, Data Management and Tech.
• Act as accountable lead for data governance, analytical governance, privacy compliance and first-line risk management, and sponsor governance frameworks.

Required profile

• Master's degree in Data Science, Statistics, Economics, Business Engineering, Mathematics, Computer Science or a related field.
• Extensive experience in customer intelligence, analytics, reporting, data science or AI-driven environments in a commercial setting.
• Proven leadership experience in data-intensive organisations.
• Strong commercial acumen, stakeholder management and executive influencing capabilities.