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Customer Journey Expert for Analytics & Chatbot in Amsterdam


ING is looking for an NLP & Chatbot Customer Journey expert for our Global Analytics team. As a Customer Journey Expert (CJE) in the Customer Dialogue Analytics team, you are passionate about improving the client experience through artificial intelligence technologies.

You have a good knowledge of the banking sector and you see opportunities to improve the customer and employee journey via artificial intelligence solutions: i.e. virtual assistants,  chat- and call bots, speech analytics solutions.

What you will do

  • Understand and apply analysis techniques for natural language data processing (NLP) on chat, call transcripts and Virtual Assistant interactions

  • Analyze our current virtual assistants and proactively propose recommendations (outside-in);

  • Work as an ambassador of conversation AI within the ING units, by creating effective presentation & value driven business case and organizing global knowledge sharing session in liaison with NLP experts in the team

  • Coaching and constructively working with ING colleagues in all ING countries on how to build/maintain their own bots.

  • You will become a member of the ING Analytics Unit which operates globally. We hire people with exceptional talents and capabilities and motivation!

  • You will work on the innovative projects in the area of Natural Processing and Machine Learning within ING.

  • Form data-driven hypothesis, identify the necessary data to test them and work with the other ING teams to bring them into production

  • Create/maintain/improve chatbot brain, by identifying actionable intents

How to succeed/ Your experience:

  • You have a basic knowledge of natural language processing techniques

  • You have experience in scaling up Virtual Assistant in chat or in call channel, in a data-driven environment

  • Strong analytical capabilities to extract insights from data and understanding of how a bank operates

  • Project Management and ability to explain AI algorithms to Risk Functions to deliver projects in Cloud environments

  • You bring fresh, NLP-based, ideas on how to improve Intent Classification & the brain of our Virtual Assistants live in production

  • You like to be hands on and verify your hypothesis with data

  • Ability to interact with Engineers and Data Scientist

  • Fluent in English (verbally and written), and Dutch (written)

  • Great communication skills and ability to synthesize for senior stakeholders

  • Able to work autonomously, with a great eye for details;

  • Quickly learn new technologies;

  • Collaborating skills with different people and can work within an international context;

  • Worked in an Agile environment;

  • Experience in working with digital channels, especially if in the area of digitizing customer interactions via online self care 

… then you are our new Customer Journey Expert.   

What we offer

A job from 36 to 40 hours and a unique offer that fits in with the times of today. Discover our employment 

To give you an idea, we will tell you about the benefits of working at ING:

  • A salary tailored to your qualities and experience

  • Flexible working hours and the possibility to work at home

  • Reimbursement for travel expenses

  • 24 vacation days with a 36-hour working week. If you work 40 hours a week, you will receive 27 vacation days

  • Pension scheme

  • 13th-month salary

  • Individual Savings Contribution (BIS), 3.5% of your gross annual salary

  • 8% Holiday payment

  • Personal growth and challenging work with endless possibilities to realize your ambitions

  • An informal working environment with innovative colleagues who strive for the very best

  • You will work in a team of highly skilled experts


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.

About us

With around 52,000 employees and operations in approximately 40 countries, there is no shortage of opportunities for people with initiative who want to make a difference. We hire smart people like you for your potential, not your past. Our biggest expectation is that you’ll stay curious. Keep learning. Take on more responsibility. In return, we’ll back you to develop into an even more awesome version of yourself.

If you want to work at the cutting edge of what’s possible, surrounded by progressive, inspiring and supportive colleagues, there is no better place to invest your talents than at ING. Join us. Apply today.  

Extra informatie

Fulltime (ervaren)

Amsterdam | ICT / IT / Programmeur | Fulltime (ervaren)

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