Data Analyst

You will be part of the Human Connection Tribe in the team which delivers the ING virtual assistant, AI, generative AI, and analytics capabilities in ING Italy.

You will help the product owner to prioritize the backlog activity, to manage internal and external stakeholders, creating and maintaining innovative-scalable-data driven solutions in the space of AI & Generative AI virtual assistants. You proactively work with teams to implement these. You will work collaboratively with an extended group of stakeholders, including global and local Virtual Assistant & Contact Center teams.

Your role & work environment

• You will be responsible for delivering valuable insights, analyzing and implementing solutions, to improve client experience in the domain of dialogue systems and natural language processing.

• You have a good background or very strong interest in analytics and IT which allows you to improve customer journey via state-of-the-art virtual assistant solutions.
• You will be part of an Agile environment by being a member of a multidisciplinary team. Your colleagues have a rich different background in IT and/or business.

Your key responsibilities:

• Create chatbots for Contact Center of ING Italy using cutting-edge Generative AI technology.
• Use a data-driven methodology to discover the ING chatbot improvement areas, steer labelers to achieve high-quality datasets.
• Set up an improvement cycle, based on dashboard, data-driven methodologies, Natural language processing notebooks to improve models in sprint basis after go live.
• Identify, analyze, and interpret trends or patterns in complex data sets (both structured and mostly unstructured textual data, such as chats conversations).
• Work with the product owner to prioritize business and information needs, and accordingly implement them into an analytical approach.

About you

• You have a learning attitude. Not only to master new technologies and programming languages, but also on the interpersonal level. You are proven to be able to ask and give feedback.
• You 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 have a Pro-active and can-do attitude.
• You take pride in your code and take responsibility for keeping it running in production.
• You enjoy working in a team, with highly skilled people, having a creative.

How to Succeed

• Degree in Mathematics, Economics, Computer Science, Information Management, Engineering, Statistics and/or 2+ years of experience in similar roles
• Basic knowledge on programming languages (preferably Python)
• Basic knowledge of SQL
• Good knowledge of MS Excel.
• Experience in building virtual assistants on a Google cloud platform is a strong plus (Dialogflow CX)
• Experience with GenAI based chatbot is a strong plus.
• Experience in intent engineering/chatbot improvement is a plus.
• Experience with dashboarding tools such Kibana, Cognos, or PowerBI.
• Excellent knowledge of the English language.
• To be able to communicate and explain data driven methodology towards less analytics savvy colleagues.

About ING

ING offers many opportunities to build a diverse and rewarding career. You will be joining an international innovative digital bank, the first in Italy to adopt a fully flexible smart working model, and you will be working in a stimulating environment where you can grow both as an individual and as a professional.

Our purpose - empowering people to stay a step ahead in life and in business - represents our belief in people’s potential. We don’t judge, coach or to tell people how to live their lives. We empower people and businesses to realize their own vision for a better future.

#doyourthing is our brand direction with us each and every day. It is how we articulate our purpose and our promise to make banking frictionless to the world. ‘do your thing’ is about people being free to live the life they want to live, knowing that they will make their world a little better for it.