Senior Data Analyst (GenAI) - Conversational AI

About the role

As part of ING's global Customer Dialogue Analytics capability, you will analyze conversational data to understand customer behavior, optimize virtual assistant performance and improve customer journeys. The role sits at the intersection of analytics and Conversational AI, working with structured and unstructured dialogue data to improve intent recognition and customer journeys. It is based at ING Hubs Türkiye in Vadistanbul.

Key responsibilities

• Analyze structured and unstructured dialogue data to identify patterns and improve intent recognition
• Drive conversational AI and virtual assistant performance analytics, including intent discovery, creation, training and optimization
• Identify friction points in customer journeys and improvement opportunities
• Support data quality and reporting initiatives for AI and analytics products
• Communicate with stakeholders and tell data stories
• Prioritize analytical opportunities with Product Owners and business stakeholders
• Contribute to global Customer Dialogue Analytics initiatives

Required profile

• 4-6 years of experience in analytics, reporting, statistics or data analysis
• Degree in Mathematics, Engineering, Economics, MIS, Statistics or a related quantitative field
• Experience with conversational AI, chatbots, virtual assistants or intent engineering
• Understanding of data quality, reporting and performance analytics
• Fluent English and Turkish
• Experience with Google Dialogflow, chatbot optimization or GenAI-enabled customer interactions is an advantage

Required skills

• Strong SQL
• Python, Looker or Cognos (or similar analytical tools)
• Conversational AI and GenAI product analytics

What we offer

• Hybrid work: two days in the Vadistanbul office per week for three weeks of the month, one week fully remote, and remote work all of August
• 14 days of welcome leave, even in the first year
• Private health insurance for you and your family, pension plan, meal card and transportation allowance
• Career paths, development opportunities and international projects

Applications are submitted through the careers page using Workday.