Senior Data Analyst (GenAI)

Turn Conversations into Better Customer Experiences

Every interaction with a virtual assistant generates valuable insights.

As part of ING's global Customer Dialogue Analytics capability, you'll analyze conversational data to understand customer behavior, optimize virtual assistant performance, and improve customer journeys. Working at the intersection of analytics and Conversational AI, you'll help transform conversation data into measurable business and customer outcomes.

The Opportunity

This is a specialized analytics role focused on dialogue systems, virtual assistants, and Conversational AI products.

You'll work with both structured and unstructured conversational data to identify patterns, improve intent recognition, optimize customer journeys, and support the continuous evolution of ING's virtual assistant capabilities.

As part of a multidisciplinary team of analytics specialists, you'll collaborate with Product Owners, Data Scientists, Engineers, and business stakeholders to turn analytical findings into actionable improvements.

Work Model

At ING Hubs Türkiye, flexibility is more than a benefit — it's part of how we work.

Our hybrid working model is designed to balance collaboration, innovation, and personal flexibility. Team members typically come together in our Vadistanbul office for two days per week during three weeks of the month, while one week each month is fully remote.

We also offer additional flexibility during August, allowing colleagues to work remotely throughout the month.

As part of a globally distributed organization, you'll collaborate with colleagues across multiple ING locations while contributing to large-scale AI initiatives that create impact across the bank.

What You'll Drive

You will contribute to:

• Conversational AI and virtual assistant performance analytics.
• Intent discovery, creation, training, and optimization.
• Analysis of structured and unstructured dialogue data.
• Identification of customer journey friction points and improvement opportunities.
• Data quality and reporting initiatives supporting AI and analytics products.
• Stakeholder communication and data storytelling.
• Prioritization of analytical opportunities together with Product Owners and business stakeholders.
• Global Customer Dialogue Analytics initiatives across ING.
• Your recommendations may directly influence intent recognition quality, successful self-service rates, conversation effectiveness, and customer experience outcomes.

About You

We hire smart people like you for your potential. Our biggest expectation is that you'll stay curious. Keep learning. Take on responsibility. In return, we'll back you to develop into an even more awesome version of yourself.

We're looking for someone who combines strong analytical capabilities with an interest in Conversational AI and GenAI-powered customer experiences.

You likely bring:

• 4-6 years of experience in analytics, reporting, statistics, or data analysis.
• A degree in Mathematics, Engineering, Economics, MIS, Statistics, or a related quantitative field.
• Strong SQL skills.
• Experience with Python, Looker, Cognos, or similar analytical tools.
• Experience with conversational AI, chatbots, virtual assistants, or intent engineering.
• Understanding of data quality, reporting, and performance analytics.
• Strong communication and stakeholder management skills.
• Fluent English and Turkish communication skills.

Experience with Google Dialogflow, chatbot optimization, conversational AI products, or GenAI-enabled customer interaction solutions is considered an advantage.

Where This Role Can Take You

This role offers an opportunity to build expertise in:

• Conversational AI Analytics
• Intent Engineering
• Customer Dialogue Analytics
• Virtual Assistant Optimization
• Customer Journey Intelligence
• GenAI Product Analytics

You'll work with international teams and contribute to one of ING's global conversational AI capabilities while developing a highly specialized analytics profile that remains rare in today's market.

Equal Opportunity

Don't meet every single requirement? Don't let that hold you back. Studies show many talented professionals hesitate to apply unless they meet every qualification. If you're excited about this role and believe you can make an impact, we'd love to hear from you.

What We Offer at ING Hubs Türkiye

At ING Hubs Türkiye, we believe that your work should be fulfilling in every way. We pay attention to even the smallest details to ensure that your experience is rewarding.

Be Yourself, Be an ING'er

• Welcome Leave: Enjoy 14 days of welcome leave, even in your first year
• Career Opportunities: Self-driven career paths and international opportunities
• Personal Growth: Challenging work and continuous development
• Dynamic Environment: Informal, vibrant, and collaborative culture
• Innovation Culture: Explore and apply PACE methodology
• Global Exposure: Participate in international projects and communities
• Communication & Celebrations: Various communication activities and celebrations
• Health Care: Comprehensive private health insurance for you and your family
• Private Pension Plan
• Meal Card
• Transportation Allowance
• MultiSport Membership
• English Language Development Support
• Remote working opportunities throughout August

How to Apply

Click the application button on our careers page and submit your application through Workday.

About ING

With 65,000 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 what's possible and at the same time ensure you work with integrity and hold the customer's 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. Apply today.

About ING Hubs

Following ING's strategic ambition to deliver a superior experience to its customers worldwide, the hubs network contributes to fostering efficiency and digitalization across ING. Providing concentrated expertise along with scalable and sustainable solutions, the hubs focus on straight-through processing, delivering automated services like software development, data management and retail operations.

Present in Poland, Romania, Slovakia, the Philippines, Türkiye and Spain, ING Hubs employ more than 13,000 professionals in domains such as software development, data management, operations and non-financial risk.

Discover ING Hubs Türkiye

ING Hubs Türkiye is looking for talents to join an international network of professionals. Building on an existing framework and shared mission, our up-and-coming team will bring its unique personality and skills set to provide borderless services with bank-wide capabilities.

We value strong work ethics, knowledge sharing and flexibility in our way of working – it is both our promise to you and what we look for in new colleagues.

Let's meet!