Sr. Data Analyst - Virtual Assistants @ING Hubs Romania

Discover ING Hubs Romania

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.

Formerly known as ING Tech, as of 2022 we provide borderless services with bank-wide capabilities under the name of ING Hubs Romania and operate from two locations: Bucharest and Cluj-Napoca.

With the help of over 1600 engineers, risk, and operations professionals, we offer 130 services in tech, non-financial risk & compliance, audit and retail operations to 24 ING units worldwide.

Our tech capabilities remain the core of our business, with more than 1300 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. Work ethics, honesty and knowledge sharing are key to our teams and we’re always looking for like-minded people.

Here’s a sneak peak of what our colleagues say about working within ING Hubs Romania:

At ING, we embrace our tech side | 81% of our IT colleagues agre

The Mission

As a Data Analyst you will play a crucial delivery role in the data-driven culture supporting our products and services. You will be responsible for delivering valuable insights to improve client experience by applying the latest Analytics interaction techniques in the domain of dialogue systems and natural language processing.

Your day-to-day job will consist of the exploitation / analysis of conversational data. You bring insights into technical possibilities and client needs in order to contribute to the design and construction of automated solutions that ensure an optimal client experience.

You have a good background or very strong interest in analytics and IT which allows you to improve customer and employee journey via state-of-the-art virtual assistant solutions.

As a Data Analyst, you will be part of an Agile environment by being a member of a multidisciplinary team of 10 specialists. Your colleagues have a rich background in data management and analytics both in IT and/or business. There is also an immediate link with the global Customer Dialogue Analytics activities.

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:

• Identify, analyze, and interpret trends or patterns in complex data sets (both structured and unstructured textual data) in collaboration with data scientists, in order to improve performance of our virtual assistants, based on Google DialogFlow
• Management of databases, data collection systems, data analytics and other strategies to optimize data quality. Analyze data and performance levels of our dialogue systems and proactively propose improvements
• Communicate these recommendations and provide data / analytical support to the stakeholders using both analytical and business jargon (written and oral)
• Work with the product owner to prioritize business and information needs, and accordingly implement them into an analytical approach
• Work closely together with a team of experts organized in a self-steering team, exercising freedom in defining goals and deadlines for each element you deliver as a team

What you’ll bring to the team

Experience: min 4 years of experience within data reporting & statistics

Tech stack/ knowledge:

1. Mandatory:

• SQL
• Data reporting & statistics
• An interest or experience in these tools (Python, SAS, Cognos, Webtrek or Adobe)

2. Nice to have:

• Experience of doing it with Google DialogFlow
• Experience with Conversational AI and chat/callbot improvement of at least 1 year, in the area of discovery, creation, train and improvements of new intents
• Business knowledge/awareness of virtual assistants. Experience in intent engineering/chatbot improvement is a strong plus
• To take ownership on tasks assigned: you will be cultivating Analytics within the bank
• To be able to influence and convince not only peers but also the stakeholders based on analytical results
• To be capable to take decisions at tactical level and therefore build a trusted relationship with your squad members
• To be able to communicate and explain data driven methodology towards less analytics savvy colleagues
• To be analytical: extremely curious, constantly looking for an explanation; analyzing sharply, concise & to the point

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

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

What’s in it for you

o Annual Performance Bonus up to two salaries

o Extra vacation days depending on the total length of working experience

o Flextime – our own way of working

o Monthly budget on Benefit platform

o Growth opportunities

• Defining a clear career path on short/ mid/ long term and identify the competencies you need to build/ develop to reach the next level: vertically – towards a managerial position or horizontally – towards an expert or architect level, locally or globally
• Internal mobility is encouraged
• Possibility to access International Short-Term Assignments or Long-Term Assignments
• Upskilling/ reskilling programs

o Learning & Development opportunities

• Annual training & certifications budget
• Pluralsight & e-learning platforms

o CSR activities: tree planting, coding lessons for teenagers etc.