Contentcoordinator GenAi Chatbot

Content Coordinator - GenAi Chatbot

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!

About the Retail Contact Centre

The Area Retail Contact Centre is the customer contact department of ING. We handle all customer inquiries that come in via phone and chat. On an annual basis we have approximately 3 million customer contacts. This includes questions about INGs Payment Account and everything related to it such as debit cards credit cards and the mobile banking app as well as all inquiries about mortgages and investments.

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.

Thats 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 couldnt help the customer sufficiently.

We changed this with the use of the GenAi technology. Weve 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.

The Role of Content Coordinator within the chatbot CoE

• Ensure the information on is up-to-date and correct at all times.
• Build and implement a process around the maintenance of the information on 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.

What is required of you as a content coordinator:

• 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 dont 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 dont 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 CJEs 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.

Requirements:

• 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

Rewards & benefits

We want to make sure that its 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:

• A salary tailored to your qualities and experience
• 36 or 40 hour workweek
• Individual leave: 242 individual holiday days based on 36 hr workweek
• Diversity leave: 3 days per year (15 paid 15 unpaid)
• CSR days: up to 2 days per year to actively engage in society by volunteering
• 13th month salary
• 8% Holiday payment
• Individual Savings Contribution (BIS) 3.5% of your gross annual salary
• Mobility card
• Attractive pension scheme
• Hybrid working to blend home working for focus and office working for collaboration and co-creation

Want to apply directly

Upload your CV and motivation letter by clicking the Apply button.

Please note multiple interview steps involving various business stakeholders will be part of the selection process.

About us

With 60000 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 whats possible and at the same time ensure you work with integrity and hold the customers interests at heart Do you want to be surrounded by progressive inspiring diverse and supportive colleagues Then there is no better place to invest your talents than at ING. Join us and apply today!