09 January 2020 ... min read Listen

Customer Journey Expert Virtual Assistants

Employee | Project / Programme management | Professional | 2019-12-04 | 058188


Customer Journey Expert Virtual Assistants
Brussels, permanent contract
We redefine banking. How about you?

There has never been a more interesting time to work at ING. We’re on a journey that is centered around our customers, powered by technology and driven by smart, determined people. All working to empower our customers to stay a step ahead in life and in business. We work following in the Agile Way of Working which is driven by autonomy and easiest alignment.

Your role & work environment

As a Customer Journey Expert (CJE) specialized in Virtual Assistants you are passionate about improving client experience by applying new Analytics interaction techniques (dialogue systems, natural language processing etc) to the way we interact with customers.

You have a good background or very strong interest in analytics and IT which allows you to improve customer and employee journey via state-of-the-art virtual assistant solutions. 

You bring insights into technological possibilities and client needs in order to contribute to the design and construction of automated solutions that ensure an optimal client experience.

Your key responsibilities
  • Responsible for dialogue building activities and enabling other teams to maintain their own virtual assistant. 

  • Analyze data and performance levels of our dialogue systems and proactively propose improvements.

  • Implement new analytics optimizations based on analytics input received from the data analyst or data scientist, so that it translates into a better customer experience.

  • Detect new opportunities (outside in) and contribute to both effectiveness and efficiency of our team operations.

  • To work closely together with a team of experts organized in self-steering teams, exercising freedom in defining the goals and deadlines for each element you deliver as a team.

We are looking for: 

A colleague with a talent for taking it on and making it happen, enthusiasm for helping others to be successful and proactive to be always a step ahead. In other words, you strive to bring fresh ideas to life and 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 love to challenge the status quo and are eager to propose creative solutions.

  • You have strong analytic skills and are able to work meticulously for a long period of time. You are not a developer or a data scientist, however you are eager to dive into the data, processes and systems and doing analysis in order to solve complex problems gives you energy.

  • You are driven and customer focused. You love collaborating with different people and working within an international context.

  • You have experience or a very strong interest in Analytics techniques (e.g. natural language processing) and the banking sector.

  • You are fluent in Dutch, French AND English.
  • Experience with project management in Analytics environment – or complex project environments is a plus.

  • You have the ability to make complex things easily understandable.

We offer you 

A challenging position in the fast moving world of Conversational Analytics in a bank that empowers people to develop their skills along with an exciting challenge for people with true entrepreneurial spirit.




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Please be aware that the recruitment procedures, (labour) regulations and labour agreements of Belgium apply.

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