Looking for a job as Data scientist in which you are the key figure to further design the GenAi chatbot? Please read along. Your insights will be crucial for further developments.

About the Retail Contact Centre

The Area Retail Contact Centre is the customer contact department of ING. We handle all customer inquiries that come in via phone and chat. On an annual basis, we have approximately 3 million customer contacts. This includes questions about ING's Payment Account and everything related to it, such as debit cards, credit cards, and the mobile banking app, as well as all inquiries about mortgages and investments.

However, if a customer contact is necessary, we want that experience to be superior. We believe in nudging the digital customers to the processes they can do themselves in the app, empowering customers to take control into their own hands.

That’s why we work with a chatbot which aims to direct the customer towards the information or processes they need. Up to this point, we had an intent based chatbot in place which is built with pre-made conversations. Even though it helps a lot of customers, the experience was not ideal, and the potential is limited. If the specific situation of the customer was different to what the bot had as options, we couldn’t help the customer sufficiently.

We changed this with the use of the GenAi technology. We’ve implemented a chatbot based on the GenAi technology and witnessed the potential it has in delivering superior customer experience. This is reflected in a higher CX score, a higher deflection score and a more human feel to a conversation.

Your role

Within your role, you are the driver to build data-based insights that support in improving the GenAi chatbot accordingly pro-actively as well as retro actively.

You will be responsible for:

• Designing and developing (statistical) deep dive analysis on our GenAi Processes.
• Design and develop quantitative methodologies for forecasting the performance of GenAi and de large language models.
• Maintaining day-to-day dashboards and providing answers to ad-hoc data requests;
• Identify functional and non-functional requirements from stakeholders focused on delivering high quality data and modelling solutions for the operation;
• Providing visualisations and numerical insights for both periodical projects and day-to-day operations;
• Providing analytical support for yearly budgeting of the domains;
• You take it on and make it happen! You decide based on facts, data driven analysis and the results they provide.

Your team

You will be part of the revamped GenAi Chatbot team that will start on the 1st of March. This team will be consist of CJE’s, Content specialist and Alert specialist. Together with this group you will have the responsibility to continuously improve the performance of the chatbot on customer experience and deflection. Our focus is mainly on the customer journey through the chatbot and the fashion in which content is used.

The Genai Chatbot team at RCC works in close conjunction with the team of Assisted channels due to the fact that they are responsible for the technical working and development of the entire Chat tooling.

How to succeed

We are looking for a pro-active and collaborative colleague who is a true team player and strong in modelling. You have:

• An HBO/WO (Bachelor/Master) education in a quantitative field and/or have proven yourself in this working field;
• 1-3 years of experience with forecast modelling, operational research and data frameworks;
• Familiar with operational bank processes, IT-tooling and service concepts;
• Broad practical experience with modelling tools and techniques on data preparation and analysis (SAS, Python, SQL etc.);
• Experienced with dashboard tooling (Cognos, PowerBI etc.);
• Experienced with LLM or a strong desire to gain this experience.
• Experienced with stakeholder management;
• You pro-actively search for improvements and implement them where possible
• Strong analytical skills and numerical insight, result-oriented and with an eye for improvement potential;
• You are Strongly skilled in Dutch and English.

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 tailored to your qualities and experience
• 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
• awarded.

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.