Senior CJE - Generative AI in Customer Dialogue Analytics

You will be part of the Analytics Tribe COO which delivers advanced analytics & artificial intelligence capabilities to all ING countries. Specifically, you will be part of a global squad located in ING Netherlands. Your mission will be to ensure the improvement of our chat- & voicebots as well as supporting all ING countries in reaching their targets by providing smart advanced analytics solutions, to strengthen ING leadership in digitalization & support our 40 million customers. You will be part of a global team of specialists, trained in using existing ML and cloud tools (Google Cloud Platform, DialogFlow,…) and you will enforce & evangelize a data-driven methodology to improve bots and their resolution through advanced analytics.

Your role & work environment

• You will play a crucial planning, steering and delivery role in a data-driven culture. You will be responsible for delivering valuable insights to improve client experience by understanding the business needs and transforming these ideas into solutions in the domain of COO Analytics and Generative AI.

• Your day-to-day job will consist of business interaction, bridging business and analytics with regards to 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 as well as contact centers which allows you to improve customer and employee journey via state-of-the-art virtual assistant solutions.

• You will be part of an Agile environment by being a member of a multidisciplinary team. Your colleagues have a rich background in data management, data science and analytics both in IT and/or business.

Your key responsibilities as a Customer Journey Expert:

• You support the development, implementation and communication of the roadmap

• You help the product owner manage and prioritize the backlog at the level of user stories, derived from features, epics and technical capabilities

• You define business requirements for the development of products and services in the Conversational (Generative) AI scope

• You work with your team to build and manage products with an end-to-end mindset, including design, implementation and operations

• You understand client needs, digitization and API’s, bridging IT and business together

• You have analytical skills and take decisions based on data and facts

• You are a pro-active thinker

• You work with Risk, Compliance, Model Risk Management and Legal stakeholders, to make sure our products and services comply with regulations and policies

• You are creative and an out-of-the box thinker who likes to work in a multidisciplinary team in an agile environment

• Work with the product owner, to prioritize tasks according to the business needs

• Build and maintain relationship with third party vendors. This also means that you are capable to drive next generation products.

As a Customer Journey Expert, you need:

• Master degree,

• 5 years of working experience in applying analytics in a business environment

• Professional working language proficiency in English. Dutch/French/Spanish/German are a plus

• Experience with Conversational AI is a plus

• Agile/Scrum experience

• To be able to influence and convince stakeholders based on analytical results

• To be analytical: extremely curious, constantly looking for an explanation; analyzing sharply, concise & to the point

Rewards and benefits

We want to make sure that it’s possible for you to strike the right balance between your career and your private life. You can find out more about our employment conditions at https://www.ing.jobs/netherlands/Why-ING/benefits.htm

The benefits of working with us at ING include:

• A salary between: €6.500 - €10.389

• 24-27 vacation days depending on contract

• Pension scheme

• 13th month salary

• Individual Savings Contribution (BIS), 3.5% of your gross annual salary

• 8% Holiday payment

• Hybrid working to blend home working for focus and office working for collaboration and co-creation

• Personal growth and challenging work with endless possibilities

• An informal working environment with innovative colleagues

About us

With 60,000 employees and operations in approximately 40 countries, there is no shortage of opportunities for people with initiative who want to help people take a step ahead in life and in business. Do you want to work at the cutting edge of what’s possible and at the same time ensure you work with integrity and hold the customer’s interests at heart? Do you want to be surrounded by progressive, inspiring, diverse and supportive colleagues? Then there is no better place to invest your talents than at ING. Join us. Apply today.