What is this role about?

Are you passionate about understanding people and shaping experiences they will love?

At ING Belgium, we are on a mission to create digital products and services that truly work for our customers. We aim to deliver seamless, user-centered digital experiences that empower our customers.

As User/UX Researcher, you will play a pivotal role in shaping those experiences by understanding user needs, behaviors, and pain points.

You will collaborate closely with UX Designers and Content Designers, and product teams across all departments to ensure our solutions are intuitive, inclusive, and meet customer expectations.

You will be part of an agile, multidisciplinary team where data, innovation and customer-centricity drive our decision-making.

Your insights will directly influence the design and development of ING’s digital products and services.

You will work within the User Research expert team. Together with the design colleagues, you will be part of the Design & Research Centre of Expertise and help us shape the future of banking.

What will you be doing?

As a User/UX Researcher your tasks will include:

• Designing and conducting quantitative and qualitative research to inform product decisions.

• Utilizing research methods such as usability testing, user interviews, expert reviews as well as MaxDiff and Conjoint Analysis to generate actionable insights and guide decision-making.

• Collaborating with UX Designers and Content Designers to integrate research findings into user-friendly designs and strategies.

• Synthesizing and presenting research insights through personas, journey & affinity maps, dashboards, and reports.

• Advocating for the user at every stage of the design and development process.

• Supporting ideation, prototyping, and testing to validate and iterate designs.

• Driving accessibility and inclusivity in all user research activities to ensure our solutions work for everyone.

What are we looking for?

A passionate colleague with a talent for taking it on and making it happen, enthusiasm for helping others to be successful and a knack for always being a step ahead. In other words, you strive to bring fresh ideas to life and embrace challenges in a fast changing and complex environment.

You are a naturally collaborative person who listens and invests in others to achieve common goals. You love to challenge the status quo and are eager to propose creative solutions to problems.

If this sounds like you, we would love to chat.

As a passionate, user-focused researcher you also master the following skills and capabilities:

Education & Experience

At least 3 years of experience as a User/UX Researcher or in a related role.

Research Skills

• Proven expertise in both qualitative and quantitative research methods.

• Being hands-on with tools like Maze, Condens, and Sawtooth to streamline research and collaboration processes.

• Experience conducting inclusive and accessibility-focused research.

User Experience (UX) Knowledge

• Basic to solid understanding of Design Principles and the ability to collaborate effectively with UX Designers and Content Designers.

• Familiarity with design workflows and tools, such as Figma and Figjam, for sharing and reviewing research-informed designs.

Soft skills

• Strong analytical, organizational, and communication skills.

• Ability to present research findings in a clear, concise, and actionable manner.

Prefer to base proposals on available data

And propose research and testing to validate assumptions.

Relationship builder

You will be at the heart of our design process, ensuring that every product decision is rooted in user needs and behaviors. You will bring strong relationships with stakeholders to make sure your insights drive real impact.

In a nutshell:

• You keep usability, findability, understandability and accessibility in mind in every study.

• You know what design patterns and components are and how to apply them.

• You have experience in applying the right research methods.

• You do not wait for something to be fixed for you but go and fix it yourself.

• You are enthusiastic about meeting customers and turning data into compelling stories.

Don't have 3 years of experience as a researcher?

Although our preference is for an experienced User Researcher, this vacancy is also open to those just starting out. Are you willing to learn a lot in a short time? Then we will gladly give you on-the-job training.

What is in it for you?

A clear purpose, a unique offer and a range of flexible compensation and other benefits:

• Personal growth & challenging work with endless opportunities to realise your ambitions

• An informal, dynamic environment with innovative colleagues supporting your endeavors’

• A progressive and agile way of working, where new ideas are valued ahead of convention

A hybrid way of working of max. 3 days at the office

• We give the autonomy to our employees to let them organize their work in a flexible way that suits best for them while ensuring business continuity, customer service and employee wellbeing.

Furthermore, within the Design & Research Center of Expertise, you can count on a range of opportunities to invest in your personal and professional growth with:

• Challenging projects to build the best digital bank.

• The possibility to develop your skills thanks to the expertise of our international teams, and our knowledge sharing culture and practices.

• Extensive learning proposition in customer experience, digital expertise, soft skills and more.

• Ample opportunities to participate in courses and trainings within the copy domain.

• Challenging, strategic and highly visible projects to support or take the lead in.

• Personal coaching through our agile structure by the help of expert leads.

• An environment that stimulates continuous learning and improvement, and the possibility to experience over time multiple different aspects within UX design, content design and UX research.

• An informal working environment with innovative colleagues.

We redefine banking. What about you?

We’re on a journey that’s centered around our customers, powered by technology, and driven by smart, determined people. Our customers feel our people are empowering them to stay a step ahead in life and in business. We’re proud of that!