Area Lead Customer Intelligence & Advanced Analytics

Product Area Lead Customer Intelligence & Advanced Analytics

Growth Tribe Belgium | Private Individuals

Mission

The Product Area Lead Customer Intelligence & Advanced Analytics is accountable for defining and driving the Customer Intelligence, Growth Analytics and Advanced Analytics strategy within the Growth Tribe. The role transforms data, customer insights, AI and analytics into measurable commercial impact, enabling customer acquisition, activation, engagement, retention and customer value growth across the Private Individuals segment. The role is reporting to the Tribe Lead Growth.

Strategic Leadership & Roadmap

• Own the Customer Intelligence & Advanced Analytics strategy, vision and multi-year roadmap aligned with Growth Tribe priorities.
• Own the Growth Data & Intelligence ecosystem, KPI governance and measurement strategy.
• Lead the development of customer intelligence, predictive analytics, AI-enabled insights and measurement capabilities.
• Sponsor innovation through advanced analytics, machine learning and experimentation frameworks.
• Contribute to the customer growth strategy based on the analytical growth engine outcomes.

Business Planning & Investment Accountability

• Own annual objectives, strategic priorities, KPIs for the area.
• Own investment prioritisation and budget allocation across analytics, customer intelligence and AI initiatives.
• Build business cases and ensure measurable ROI from analytical capabilities and transformation initiatives.
• Provide executive performance reporting and strategic recommendations across all customer growth ambitions.

Leadership & Organisational Capability

• Lead the Customer Intelligence & Advanced Analytics Area comprising analytics, reporting, customer intelligence, data science and measurement capabilities.
• Lead Product Leads and multidisciplinary teams (2 PL, 6 squads, 25 direct reports and 31 functional FTE) across business and tech.
• Develop organizational capabilities in data-driven decision making, experimentation and AI adoption.
• Create alignment across squads, tribes and stakeholders around analytical priorities, in close collaboration with the Tech organisation.

Customer Intelligence & Commercial Impact

• Own customer intelligence capabilities supporting acquisition, customer development, engagement, retention and growth agendas.
• Drive customer segmentation, propensity modelling, next-best-action and customer lifetime value capabilities.
• Own the Growth Data Cockpit, KPI governance and executive steering dashboards.
• Enable fact-based decision making across customer journeys, channels and products.
• Steer business outcomes based on Growth Data Cockpit across all customer growth KPIs.

Executive Stakeholder Leadership

• Present strategic recommendations, insights and business cases to senior executive forums and governance bodies in alignment with the Tribe Lead Growth.
• Influence decision making across Growth, Product Tribes, Marketing, Channels, Data Management and Tech.

Risk, Compliance & Governance

• Act as accountable area lead for data governance, analytical governance, privacy compliance and first-line risk management.
• Ensure compliance with regulatory, model-risk and data-governance requirements.
• Sponsor policy development and governance frameworks for customer intelligence assets and analytical solutions.

Experience & Competencies

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

Reporting Line and Classification

The Customer Intelligence & Advanced Analytics Product Area Lead reports hierarchically to the Tribe Lead Growth and operates within the Growth Tribe. The role leads the Customer Intelligence & Advanced Analytics Area and is accountable for the strategy, delivery, evolution, people leadership and performance of the area.

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Paulina Cupriak

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ING’s vision is to unlock our people’s full potential through our inclusive culture where everyone has the opportunity to develop and have impact for our customers and society. To achieve this vision, our policies support diversity, equity, and inclusion. As an equal opportunity employer, we do not tolerate discrimination of any kind with regard to age, gender, gender identity, cultural background, experience, religion, race, ethnicity, disability, family responsibilities, sexual orientation, social origin, or any other status protected by applicable law. If you require any assistance or if we can accommodate you in any way when participating in our application and/or interview process, please email the recruiting contact listed for the relevant position. We will be happy to work with you to ensure a fair and accessible process. Read more about our commitment to diversity, inclusion and belonging here.

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