Content Coordinator - GenAi Chatbot - Business Clients

Ready to make an impact as a Content Coordinator? A job in which you coordinate the delivery of the right information towards the members of our Retail Contact Centre. Continue reading!

The team

The Business Contact Centre is the customer contact department of ING. We handle all customer inquiries that come in via phone and chat.

However, if a customer contact is necessary, we want that experience to be superior. We believe in nudging the digital customers to the processes they can do themselves in the app, empowering customers to take control into their own hands.

That’s why we work with a chatbot which aims to direct the customer towards the information or processes they need. Up to this point, we had an intent based chatbot in place which is built with pre-made conversations. Even though it helps a lot of customers, the experience was not ideal, and the potential is limited. If the specific situation of the customer was different to what the bot had as options, we couldn’t help the customer sufficiently.

We changed this with the use of the GenAi technology. We’ve implemented a chatbot based on the GenAi technology and witnessed the potential it has in delivering superior customer experience. This is reflected in a higher CX score, a higher deflection score and a more human feel to a conversation.

Role & responsibilities

Ensure the information on ing.nl is up-to-date and correct at all times.

Build and implement a process around the maintenance of the information on ing.nl for the GenAi chatbot.

You will further develop integrate knowledge on LLM and share this with Tribes and peers to boost understanding on how information shoots we written effectively.

Onboard new CJE on “how to construct” text which is LLM proof.

Analyze data on Chatbot performance based on content and signal areas of improvement

Hold yourself and our product Tribes accountable to meet commitments.

Help others get the most out of internal information systems by offering coordination, support and advice.

Support others by carrying out a range of project management activities.

Provide information and clarification on existing procedures, processes and precedents.

You build strong relationships with stakeholders and deliver a customer-centric solution.

How to succeed

HBO-level education or equivalent.

1 year of experience as a content coordinator.

Experienced in working with knowledge management systems (preferred).

Experience within a customer contact organization.

Experience with Green/Black Belt projects (preferred).

Excellent communications skills in Dutch & English

Skilled in stakeholder management: You deal with various Tribes, squads, and (Super) Circles. You are able to connect all these parties and make agreements.

Someone who takes initiative: You don't wait for squads to come to you; you proactively reach out to ensure the changes are implemented as effectively as possible.

Results-oriented and decisive: You don't wait around; you make sure things get done. You are good at conducting analyses and making quick decisions or driving fast decision-making.

Able to maintain an overview and assess priorities in chaotic situations: These skills are necessary because we work in an operational environment where many different topics and changes come together on a daily basis.

Data-driven: You know where to find relevant data and can prioritize based on the right facts, data, figures, and analyses.

A good conversationalist: After all, you represent the interests of our Area. You can convey our viewpoints effectively.

Organizationally sensitive: You are aware of what is happening in your area of focus and can connect different aspects. You can also switch quickly between conversing with CJE's and Product Area Leads in the Tribes, as well as members and Leads within our own Area.

And you are creative: You curious and are constantly thinking about new ways to work and built a process.

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. Find out more about our employment conditions.

The benefits of working with us at ING include:

Job grade 8

24-27 vacation days depending on contract

Pension scheme

13th month salary

8% Holiday payment

Hybrid working

Personal growth and challenging work with endless possibilities

An informal working environment with innovative colleagues

Did we spark your interest?

If you recognize yourself in this profile and are interested, please apply directly. We would like to receive your CV and motivation. If you have any questions about this vacancy, please contact Ricardo Dijkhoff (Expertise Lead Retail Contact Centre).

About us

Curious about how ING empowers people and businesses to move forward? Discover what we do and what we can offer you.

REQ-10095573