Project Manager Chatbot

GJA: 16

ING is looking for a passionate Project Manager Chatbot 

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 – Project Manager Chatbot in Interaction Solutions Family 

Come and join the Assisted Channels area as Project Manager 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 Customer journey experts, chatbot builders/data analysts who train the A.I. of our digital assistant solutions and with our colleagues from IT. 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 chat journeys to improve our clients experience. 

• 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 customer journeys, projects and data management and analytics both in IT and/or business. 

Your key responsibilities as a Project Manager Chatbot: 

• Use a data-driven methodology to discover the ING chat improvement areas 

• Identify, analyze, and interpret market trends or patterns in collaboration with data scientists 

• Contributing designing the chatbot strategy 

• Identify and understand employees and client needs and requirements to create valuable solutions. 

• Take end-to-end ownership and responsibility for bringing new features to life in our chat channel and chatbot, ensuring a seamless employee and a great client experience: 

• Managing stakeholders local and Global level 

• Translate requirements into clear features and stories for our developers, and coordinate delivery, conduct thorough testing, and communicate updates to users. 

• Advocate for communication, collaboration, and cohesion through the Agile Way of Working across teams and stakeholders. 

• 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 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 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  

• You have strong organizational and project management abilities (minimum 5 years experience in project management) 

• You have experience in implementing chatbot strategies  

• You have minimum a Bachelor’s degree 

• You have an affinity with IT to understand our features and landscape and collaborate effectively with IT colleagues on solutions. 

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

• You are able to influence and convince not only peers but also the stakeholders based on analytical results 

• You are capable to take decisions at tactical level and therefore build a trusted relationship with your squad members 

CJE - Chat_november2024_v0.1.docx