Customer Journey Expert – Conversational AI Domain Full-time

Think Forward! Our purpose is to empower people to stay a step ahead in life and in business. We are an industry recognized strong brand with positive recognition from customers in many countries, a strong financial position, Omni-channel distribution strategy and international network. If you want to work at a place where we believe that you can make a difference by using the latest Analytics techniques to generate data-driven approaches and conversational products and solve real business challenges, please read on.

(Y)Our Team

You will be part of the Analytics Tribe for COO which delivers advanced analytics & artificial intelligence capabilities to all ING countries.

You will be part of a team located in The Netherlands. Your mission will be to ensure the improvement of our chat- and callbots as well as supporting all ING countries in reaching their targets by providing smart advanced analytics solutions for contact centers. 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 conversational AI.

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 dialogue systems and natural language processing.
• Your day-to-day job will consist of business interaction, bridging business and analytics with regards to conversational data. You contribute to the design and construction of conversational AI 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 co-manage and prioritize the backlog at the level of user stories, derived from features and technical capabilities of (Gen)AI
• You define business requirements for the development of products and services in the Conversational AI scope
• You 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, business and analytics
• 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 business and information needs, and accordingly implement them into an analytical approach
• You are the conversational (Gen)AI expert who has ability to understand root causes for improvements and turn them into data driven problem statements
• You are the expert who has ability to design conversational (Gen)AI solutions within the existing ING landscape
• Build and maintain relationship with third party vendors. This also means that you are capable to drive the next generation of our products together with product owner.

As a Customer Journey Expert, you need:

• Minimal 3-5 years of working experience in applying analytics in a business environment. You are able to influence and convince stakeholders based on data
• Professional working language proficiency in English. Dutch/French/Spanish/German are a plus
• Agile/Scrum experience
• Experience in product management is a plus
• Experience with Conversational AI of at least 3 year, in the area of discovery, creation, training and improvements of conversational AI products.
• Experience with Google Cloud technology is a plus.
• To be analytical: extremely curious, constantly looking for an explanation, analyzing sharply, concise & to the point
• Customer Service experience is a plus

What do we offer?

Working at ING means working in a dynamic and international setting. Individual development of our employees is very important and that is why ING offers excellent courses and programs. You will become one of our team member!

Rewards & 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 tailored to your qualities and experience
• 24-27 vacation days depending on the 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
• Work Agile, so new ideas come to life faster

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.

Questions?

Contact the recruiter attached to the advertisement for more information. Want to apply directly? Please upload your CV and motivation letter by clicking the “Apply” button.

Please note, multiple interview steps involving various business stakeholders will be part of the selection process.