A day in the life of a Chatbot Customer Journey Expert (CJE) / Product Delivery Manager
As a member of the chatbot product team, your mission is to ensure that our clients can have intelligent and frictionless interactions with IDA (ING’s Digital Assistant) to help them unlock self-service solutions or connect them with the right customer support staff when appropriate. Your purpose is to build a trusted conversational agent that understands, helps and guides clients with empathy and clarity.
- Taking a data-driven approach, you are always on the hunt for opportunities to improve the chatbot. First and foremost, you want to make the experience better for the clients, but you also care about the scalability, performance and resilience of our chatbot.
- You build and leverage a broad network of connections with potential partners in other parts of the organization, e.g. app teams, UX, product tribes… to empower us in the development and delivery of strong features and functionalities.
- Communication and stakeholder management are among your core strengths. Consistent alignment with business stakeholders is key, but you also recognize when there is need for challenge or escalation.
- You understand that improving our product is not limited to what is visible on the front-end. When refining a project, you spontaneously consider aspects like data flows, quality assurance processes, monitoring and reporting. You have the necessary technical affinity for this or the potential to acquire the required skills on the short term.
- You are independent and self-organized, but you always share your progress and findings with your teammates and are not afraid to ask for help or feedback. You, like every other person in the team, are a willing and eager sparring partner, coach, reviewer, challenger…
How to succeed
We hire smart people like you for your potential. Our biggest expectation is that you’ll stay curious. Keep learning. Take on responsibility. In return, we’ll back you to develop into an even more awesome version of yourself.
You think you’re up for the challenge? This will help you assess if you are a good fit for this opportunity:
- We are looking for a senior profile, so we expect at least 5 years of prior experience as a CJE or in a product management role in a (preferably agile) technical delivery context.
- Experience with AI is a plus, but your enthusiasm and eagerness to learn and catch up quickly can probably also convince us.
- You are proficient in French, Dutch and English: you are a (near-)native speaker of one of those languages and have good working proficiency in the two others.
- You can contribute to translating high-level strategies (e.g. contact strategy, adoption strategy…) into concrete deliverables and measurable results.
- You are an experienced and conscientious project manager, following up on chatbot journeys, features and functionalities end-to-end. Deliverables can be very varied, including chatbot campaigns, dialogue changes, data integration for personalized journeys, tone-of-voice or UX improvements, fulfilment flows… With the help and support of the PO and/or other CJEs, you are accountable for all phases of the lifecycle of deliverables: from ideation over refinement, planning, implementation, follow-up, communication, stakeholder management, quality assurance, testing, reporting, evaluation and maintenance plan.
- Experience with risk processes is a plus.
- Given the right data are made available and with the support of a Data Analyst you can deliver high-quality analyses: you can process and interpret data, draw conclusions, make recommendations and convincingly present your findings to a variety of audiences.
- You are a team player. In the chatbot team we value everyone’s input, we ensure decisions are understood and carried by the whole team and we support and protect each other. While you are accountable for your deliverables, the entire team shares the ownership for the chatbot product as a whole.
- You are resilient and willing to go the extra mile for our product, as we are working in a high-pressure and high-visibility context.
As a Chatbot CJE, you will have the opportunity to:
- Build concrete, hands-on experience with a state-of-the-art (Gen)AI-based product.
- Become part of a multidisciplinary team of highly skilled chatbot experts.
- Operate in a rich landscape of international stakeholders across different parts of the organisation.
- Make concrete contributions to the experience of thousands of clients reaching out to INGs contact centre.
The team
You will become part of an enthusiastic team of Customer Journey Experts and Data Analysts who are on a joint mission to build The Best Banking Bot and have fun while doing it! As a team we take on the challenge of balancing the needs of the clients and the bank with dedication, flexibility and integrity.
Would you like to get to know the department better? Book a coffee with the hiring manager, a team member, or the recruiter. In a second phase you could get to know the job content better via a My Job Your Job
Top Skills
What We Do
ING is a pioneer in digital banking and on the forefront as one of the most innovative banks in the world. As ING, we have a clear purpose that represents our conviction of people’s potential. We don’t judge, coach, or tell people how to live their lives. However big or small, modest or grand, we empower people and businesses to realise their vision for a better future. We made the promise to make banking frictionless, removing barriers to progress, and make people confident in their financial decisions. As a global bank we have a huge opportunity – and responsibility – to make an impact for the better. We can play a role by financing change, sharing knowledge, and innovating. Being sustainable is in all the choices we make—as a lender, as a partner and through the services we offer our customers
