Data Analyst Chatbot For Tribe Growth

Data Analyst

ING is looking for a Data Analyst to contribute to the Gen-AI chatbot for the Assisted Channels NL Area.

At ING, we aim to become the best mobile bank in Europe. Within the Tribe Growth, we use data and customer insights to continuously improve our services to meet what customers truly need. This way, we make ING increasingly customer-centric and ensure that data plays a central role in our decisions and strategies.

With a team of more than 70 data analysts and data scientists, we work on smart solutions that directly contribute to customer value. Think of analyzing customer behavior, improving our digital channels, and developing new data-driven products. We work in multidisciplinary teams, allocated as data consultants both within and outside our tribe.

You will be working for the Assisted Channels NL Area. This means working in a dynamic environment. With thousands of customers and employees using our services daily, they are responsible for stable, secure, user-friendly, and innovative tools and solutions for all channels, including chatbots.

The domain you will be working in focuses on the development of our (GenAI) chat channel. Together with Customer Journey Experts and Data Scientists, you will work on delivering the best customer experience while reducing the cost-to-serve. This ambitious goal, combined with new developments in GenAI, means we are constantly evolving and working every day to improve our channels.

What will you do? As a data analyst:

• You analyze user behavior to gain more insight into how users interact with the chatbot and where they encounter obstacles.
• You build reports (Cognos, PowerBI) to measure the chatbot's performance, such as the number of conversations, error rates, etc., and share insights and recommendations with the team and stakeholders.
• You measure the impact of the chatbot on key KPIs, such as customer satisfaction and cost savings.
• You set up A/B experiments to compare different versions of the chatbot.

Your competencies and experience:

• You are fluent in Dutch.
• You hold a Master's degree in analytics, mathematics, or econometrics.
• You have at least 5 years of experience in Analytics.
• You are highly skilled in writing (complex) SQL queries.
• You have proven experience in data extraction and wrangling: building data pipelines is one of your strengths.
• You have experience with dashboarding (in Cognos or PowerBI), visualization and data story telling.
• Experience with Gen-AI in a professional setting is a plus.
• You have a hands-on mentality. You enjoy learning quickly and applying new techniques.
• You are customer-oriented.
• You are comfortable working with various types of stakeholders, such as fellow data specialists, marketers, or risk colleagues.
• You actively seek help and feedback and are not afraid to give feedback yourself.

What do we offer you?

We offer a full-time 36-hour (or 40-hour) position in a challenging environment. You will have a chance to work at a modern Agile organization with smart and fun colleagues and great opportunities to develop both your technical and personal competencies.

The benefits of working at ING include:

• An excellent salary that matches your qualities and experience
• A 36-hour working week
• 24-27 vacation days depending on the contract
• A 13th month and 8% holiday allowance
• Contribution Individual Savings (BIS), 3.5% of your gross annual salary
• Flexible working hours and working from home (hybrid mode)
• The Mobility Card. You choose your mode of transport for commuting per day, with free Public Transport during the weekend: Freedom and flexibility in mobility.
• A pension plan
• Personal growth opportunities and challenging work with endless possibilities
• An informal working environment with a diverse group of innovative colleagues

Are you excited? Then click on the apply button

• Let us know why you are who we are looking for: how will you use your experience to make ING even better? We would like to receive your CV and motivation letter.

More information? Please contact Jeroen Maassen van den Brink jeroen.maassen.van.den.brink@ing.com for your questions.