Customer Dialogue Analytics Data Analyst

​ING is looking for a passionate Customer Dialogue Analytics Data Analyst

About ING

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.

Assisted Channels – DA Chatbot builder in Customer interactions area

Come and join the tribe Assisted Channels as Data Analyst working with (Generative) artificial intelligence and be part of the exciting journey to build the best digital assistant in the market. You will have a significant impact on the way our customers experience ING. If you have the drive to stay ahead of the game, then we want you on our team.

You will work with chatbot builders / data analysts who train the A.I. of our digital assistant solutions for both chat and call channel. Besides the team ensures the enabling processes are in place to gradually improve IDA (ING Chatbot) and perform data analysis on chat and call channels. You will work in a multi-disciplinary squad in Belgium and in collaboration with other countries.

Your role & work environment

• 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.

• You have a good background or very strong interest in analytics and IT affinity 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 and analytics both in IT and/or business.

Your key responsibilities as a Data Analyst:

• Create (client & employee) chat/ call bots for Contact Center of ING (using cutting-edge Generative AI technology).

• Use a data-driven methodology to discover the ING chat/ callbot improvement areas, steer labelers to achieve high-quality datasets, create a high-performing Retrieval Augmented Generation (RAG) chatbots using SaaS that meets success criteria and work with local business to create effective customer journey within the bot.

• Set up an improvement cycle, based on dashboard, data-driven methodologies,

• Identify, analyze, and interpret trends or patterns in complex data sets (both structured and mostly unstructured textual data, such as chats conversations) in collaboration with data scientists.

• 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.

About you

• Always thinking a step ahead and never satisfied with the status quo

• Enthusiasm for helping others to be successful and a talent for taking it on and making it happen

• You have a learning attitude. Not only to master new technologies and programming languages, but also on the interpersonal level. You are proven to be able to ask and give feedback

• You 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 have a Pro-active and can-do attitude (self-steering)

• You take pride in your code and take responsibility for keeping it running in production

• You combine both thinking of the future and a hands-on, right now attitude

• You enjoy working in a team, with highly skilled people, having a creative atmosphere where trying out new things is encouraged.

How to succeed

• Master’s degree in Mathematics, Economics, Computer Science, Information Management, Engineering, Statistics or alike with 2-5 years of experience within data reporting & statistics

• Experience with Python or R programming languages

• Experience with dashboarding tools such as Looker, Cognos, or PowerBI.

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

• 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