Product Owner CDA LLM @

Discover ING Hubs Romania

ING Hubs Romania offers 130 services in software development, data management, non-financial risk & compliance, audit, and retail operations to 24 ING units worldwide, with the help of
over 2000 high-performing engineers, risk, and operations professionals.

We started out in 2015 as ING's software development hub, then steadily expanded our range to include more services and competencies. Now we provide borderless services with bank-wide capabilities and
operate from two locations: Bucharest and Cluj-Napoca
.

Our tech capabilities remain the core of our business
, with more than 1800 colleagues active in Data Management, Touchpoint Channels & Integration, Core Banking, and Global Products.

We enjoy a flexible way of working and a highly collaborative environment, where fair and constructive feedback is encouraged.

For us, impact isn't a perk. It's the driver of our work. We are guided and rewarded by a shared desire to make the world a better place, one innovative solution at a time. Our colleagues make it their job to do impactful things and they love doing it in good company. Do you?

The Mission

You will be part of the Analytics Tribe COO which delivers advanced analytics & artificial intelligence capabilities to all ING countries.

Specifically, you will be part of a global squad with colleagues located in ING Netherlands, Romania and Turkey. Your squad's mission is to ensure the improvements and growth of our
LLM as a judge
solution. A good LLM judge is a key enabler to scale our chatbots. Also the development of advanced chatbot analytics will be part of your scope. Your team will be supporting all ING countries in reaching their targets by providing smart advanced analytics solutions, to strengthen ING leadership in digitalization & support our 40 million customers. You will be part of a global team of specialists, trained in using existing ML and cloud tools (Google Cloud Platform, DialogFlow,…) and you will enforce & evangelize a data-driven methodology to improve bots and their resolution.

Your day to day

• You will play a crucial planning, steering and delivery role in a data-driven culture. You will be responsible for delivering valuable insights to improve client experience by understanding the business needs and transforming these ideas into solutions in the domain of dialogue systems.
• Your day-to-day job will consist of business interaction, bridging business and analytics with regards to conversational data.
• You have a good background or very strong interest in analytics and IT as well as contact centres which allows you to improve customer and employee 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 background in data management, data science and analytics both in IT and/or business.

Your key responsibilities as a Product Owner (Customer Journey Expert):

• You are the product owner of a multidisciplinary analytics team to deliver analytics products
• You have a good communication style and you build a collaborative relationship with your stakeholders, serving at least 8 countries.
• You support the development, implementation and communication of the roadmap for LLM as a judge and standardized advanced analytics on chat(bot) interactions.
• You manage and prioritize the backlog at the level of user stories, derived from features, epics and technical capabilities
• You define business requirements for the further development of your products and services.
• You build and manage products with an end-to-end mindset, including design, implementation and operations
• You understand client needs, digitization and API's, bridging IT and business together
• You have analytical skills and take decisions based on data and facts
• You are a pro-active thinker
• You work with Risk, Compliance, Model Risk Management and Legal stakeholders, to make sure our products and services comply with regulations and policies
• You are creative and an out-of-the box thinker who likes to work in a multidisciplinary team in an agile environment
• You work with your team, prioritize tasks according to the business needs
• You build and maintain relationship with third party vendors. This also means that you are capable to drive next generation products together with your partners.

What you'll bring to the team

• Master degree
• Minimal 5 years of working experience in applying analytics in a business environment
• Minimal 3 years of product management experience
• Experience with Conversational AI of at least 4 year, in the area of discovery, creation, training and improvements of conversational AI products
• Professional working language proficiency in English. Dutch/French/Spanish/German are a plus
• Agile/Scrum experience
• Experience with Google technology is a plus
• To be able to influence and convince stakeholders based on analytical results
• To be analytical: extremely curious, constantly looking for an explanation; analysing sharply, concise & to the point