Customer Journey Expert

**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 have an inquisitive mindset and a taste for incremental innovation. We enable and encourage experimentation, but always with a focus on applicability, scalability and measurable impact on customer experience and product performance.
- You are a GenAI professional and will have a specific focus on and end-to-end ownership of the GenAI-based part of our chatbot solution. That goes well beyond the design and development of features and functionalities and includes data structure, quality assurance processes, monitoring, reporting and risk management.
- Communication and stakeholder management are among your core strengths, along with advanced project management. Transparent delivery planning and consistent alignment with business stakeholders are key, but you also recognize when there is need for challenge or escalation.
- 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 and specifically GenAI is a must for this role. This position requires an in-depth understanding of the design and architecture of GenAI systems as well as experience with IT platforms, tools and processes in a delivery environment (GCP, GIT, Azure DevOps, IT change management…).
- You are proficient in French, Dutch and/or English: you are a (near-)native speaker of one of those languages and have good working proficiency in at least one of the others.
- You can contribute to translating high-level strategies (e.g. contact strategy, adoption strategy…) into concrete deliverables and measurable results within your scope.
- You are an experienced and conscientious project manager, following up on features and functionalities end-to-end. With the help and support of the PO and/or other CJEs, you are accountable for all phases of the lifecycle of your deliverable: from ideation over refinement, planning, implementation, follow-up, communication, stakeholder management, quality assurance, testing, reporting, evaluation and maintenance plan.
- As Modelrisk processes will be part of your core responsibilities, concrete experience in this field is a big plus, but your eagerness to take on a steep learning curve for this topic can probably also convince us.
- You can work autonomously or with the support of a Data Analyst to deliver high-quality analyses: you can compile data sets, process and interpret large quantities of data, draw conclusions, make recommendations and convincingly present your findings to a variety of audiences.
- Together with a team of subject-matter experts you own and guard the content management process ensure the consistent quality and maintenance of the source materials of the GenAI system.
- 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 client-facing GenAI-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*
.