Product Manager for Digital NL (GenAI)

Details

Working in the Assisted Channels NL area within our tribe means working in a dynamic environment. With thousands of customers & employees using our services every day, we are responsible for stable, secure, user-friendly and innovative tooling and solutions in all assisted channels for NL, including call- and chatbots.

The domain in which you will be working focuses on the development of our (GenAI) chat channel. Together with our stakeholders, we strive for a best customer experience while reducing cost-to-serve. This challenging ambition, combined with this new development in GenAI, means that we are constantly on the move and strive to improve our channels every day.

Are you our new Product Manager for our channel development squad?
We are looking for a tech-savvy and experienced Product Manager for our Conversation Interaction team, mainly focusing on (GenAI) chat and the adoption of it. It is important that you are critical, can think strategically, are data-driven and have a strong drive to deliver progress. You will work in a team consisting of Data Analysts, Machine Learning engineers and other Customer Journey Experts. You will strongly collaborate with our colleagues of CSNL, Global Assisted Platforms and Segment Tribes.

Roles and Responsibilities

• You ensure that we develop the perfect chat & call journey with an average CSAT of 4.1 or higher.
• You are responsible for our leverage on chat and ensure that we achieve our objectives in chat adoption.
• The ultimate goal is to turn our chatbot into a real interaction action bot which exceeds the customer interaction and is frictionless.

In order to achieve this, you will:

• Dive deep into our journeys end-to-end! So chat, but also Search, Call and others! Analyze data, transcripts, and external reports to uncover key insights and opportunities.
• Turn insights into action by crafting detailed proposals that provide a clear (and measurable) path to how we achieve our objectives.
• Shape the future by refining development ideas and collaborating closely with engineers to bring improvements to life.
• Drive impact by working with business stakeholders to refine and enhance new features, ensuring they deliver real value.

How to Succeed
To reach our ambitious goals, we need people with knowledge and experience in customer needs, (GenAI) bots and/or customer orchestration. You’re passionate about providing customers and employees the highest standard of solutions we can offer and you enjoy working in a bus-dev-ops environment.

• You are analytical and driven by data rather than gut feeling. Experience as a data analyst and/or data scientist is an advantage.
• You are able to work together with colleagues with different IT skills to translate requirements into proposed solution design and make sure IT-development can be properly done.
• You are a naturally collaborative person who listens and invests in others to achieve common goals.
• You love to challenge the status quo and propose creative solutions.
• You strive to bring improvement every day: whether it is in (y)our journeys or in (y)our own way of working. In doing so, you show strong self-reflection and follow-up.
• Master’s or bachelor’s degree with relevant experience.
• You are fluent in English.

Rewards and Benefits
We want to make sure that it’s possible for you to strike the right balance between your career and your private life. You can find out more about our employment conditions here.

The benefits of working with us at ING include:

• An excellent base salary in scale 11 (€ 5,212 - € 8,387 gross per month based on 36 hours).
• The salary is tailored to your qualities and experience.
• 24-27 vacation days depending on contract.
• 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.
• An informal working environment with innovative colleagues.
• Work Agile, so new ideas come to life faster.
• Hybrid working location, with the office located in Amsterdam.

Ready to Apply?
Please note that we are happy to receive your application in English. Please add a recent CV plus cover letter in which you explain why you are the one we need for our area. We look forward to meeting you!

Procedure and Closing Date
The closing date for this vacancy is March 18, 2025. After this date, we will carefully consider applications and make a selection. Please note that it may take some time before we respond to your application and inform you about the next steps in the procedure. Then you will hear whether you will be invited for a first interview. The full procedure consists of two interviews.

About Us
With 60,000 employees and operations in approximately 40 countries, there is no shortage of opportunities for people with initiative who want to help people take a step ahead in life and in business. Do you want to work at the cutting edge of what’s possible and at the same time ensure you work with integrity and hold the customer’s interests at heart? Do you want to be surrounded by progressive, inspiring, diverse and supportive colleagues? Then there is no better place to work.