Data Analyst II

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.