AI Analyst Collections NL

AI Analyst Collections NL

Will you help us improve our services for customers in financial difficulties through the smart use of data and AI? Do you want to contribute to reducing debt problems in the Netherlands by turning data, domain knowledge and AI opportunities into concrete business impact? Are you passionate about combining analytical depth with innovation, stakeholder engagement and responsible AI adoption? Then we are looking for you.

As an AI Analyst within Collections NL, you will play a key role in accelerating the adoption of AI, with a specific focus on Generative AI (GenAI) solutions. You will combine strong data analysis skills with deep Collections knowledge and the ability to identify, shape and deliver AI use cases that improve customer journeys, operational effectiveness and data-driven decision making.

You will work closely with data analysts, data engineers, customer journey experts, operational colleagues, product leads and senior stakeholders. Your role is not only to analyse data, but also to actively connect business challenges to AI solutions, translate opportunities into concrete use cases, and help Collections move from experimentation to scalable value.

What do we stand for within Collections?

Collections NL wants to make a difference by being the partner of customers in financial difficulties. We offer our customers personal, easy, smart and customer-centric solutions with the help of advanced analytics. Our ambition is to prevent customers from getting into financial hardship where possible, and to help customers with ING product-related debts recover in a sustainable way.

Customers increasingly expect digital, independent and relevant support, while still receiving personal guidance when situations become complex. This means we continuously improve our customer journeys and use data, analytics and AI to better understand customer needs, improve decision making and contribute to a financially fit Netherlands.

What does Collections do?

No day is the same within the innovative Collections department. We work on topics such as:

• Understanding the reasons behind financial difficulties
• Improving customer journeys through digital and self-service solutions
• Analysing customer behaviour, contact reasons and recovery patterns
• Supporting the development and responsible use of chatbot, call bot and AI-enabled interaction solutions
• Identifying opportunities to use GenAI for automation, decision support, knowledge sharing and faster insight generation
• Developing customer segmentation and predictive insights to improve prevention and recovery
• Measuring the effectiveness of tools and interventions used in debt recovery
• Collaborating with internal and external stakeholders on sustainable debt prevention and recovery

Within this context, the AI Analyst will have a specific focus on identifying, validating and driving AI initiatives that are relevant for Collections NL.

The team

You will be part of the Data Analytics team within Collections NL. The team has a crucial role in maximizing the impact of Collections through data-driven decisions, proactive analyses and actionable advice.

The team focuses on topics such as customer insights, operational effectiveness, treatment strategy, segmentation, performance measurement and the translation of analytical findings into concrete business actions. As AI Analyst, you will strengthen this team by bringing additional focus on GenAI adoption, responsible experimentation and the connection between business problems and AI-enabled solutions.

Roles and responsibilities

As AI Analyst Collections NL, you will:

• Generate, analyse and present relevant customer and business insights based on data and when possible, using AI tooling.
• Identify and shape high-value AI use cases within Collections, based on clear business problems and measurable impact, by facilitating different approaches and sessions that translate operational challenges into scalable GenAI-enabled solutions.
• Translate GenAI opportunities into concrete proposals, experiments and implementation-ready initiatives
• Act as a bridge between business stakeholders, data analysts, data engineers, AI specialists and senior management
• Connect with senior stakeholders to create understanding, support and momentum for GenAI initiatives
• Represent Collections within cross-domain AI communities and COO-wide initiatives, ensuring knowledge sharing, alignment and the adoption of relevant GenAI capabilities. Use your Collections knowledge to assess whether AI ideas are relevant, feasible and responsible within the domain
• Help colleagues understand how GenAI can support their work, for example in insight generation, documentation, query building, automation or decision support
• Contribute to responsible GenAI adoption by considering customer impact, risk, compliance, explainability and practical usability
• Combine hands-on data analysis with a proactive role in innovation and change
• Present complex analytical and AI-related topics in a clear, business-oriented way
• Take initiative, challenge current ways of working and help the team move from ideas to tangible outcomes

Standard reporting remains primarily entrusted to our data warehouse and reporting colleagues, allowing you to focus on analysis, AI use-case development, stakeholder engagement and business impact.

Your competencies

We are looking for someone who brings a strong combination of analytical expertise, AI affinity, Collections knowledge and stakeholder impact.

You have:

• A master’s degree in analytics, artificial intelligence, engineering, systems engineering, business analytics or another relevant analytical field
• Demonstrable experience with data analysis and process automation using tools such as SQL, SAS, Python, Excel, Power BI, Power Apps, Power Automate and Copilot M365.
• Proven ability to generate insights from complex data and translate these into concrete business actions
• Demonstrated experience in identifying, shaping and contributing to GenAI use cases in a business environment and being able to support others in doing this.
• Strong knowledge of the Collections domain, including customer journeys, arrears, debt prevention, recovery processes and operational decision making
• The ability to connect analytical work to business priorities and customer impact
• Strong communication skills, including the ability to engage senior stakeholders on AI opportunities, risks and value
• A creative and curious mindset, with the drive to explore how GenAI can improve the way we work
• The ability to explain complex data and AI concepts in simple, actionable language
• A proactive attitude and the confidence to take ownership of new ideas
• A strong sense of cooperation, because success in AI and analytics is always a team effort
• A responsible mindset towards data, customer interests, compliance and ethical AI use
• Knowledge on the governance, processes and policies around GenAI implementation within ING.
• Proven experience driving GenAI adoption through training, coaching, workshops, knowledge-sharing initiatives or innovation programmes.

How to succeed

We hire smart people for their potential. Our biggest expectation is that you stay curious, keep learning and take ownership. In this role, you will succeed by combining analytical quality with business understanding, AI curiosity and the ability to bring people along.

You are not only someone who can analyse data, but someone who sees where AI can create value, can explain that value to others and can help turn ideas into practical improvements for Collections NL.

You will be successful if you:

• Understand the Collections context deeply enough to identify relevant AI opportunities
• Build trust with senior stakeholders and translate their challenges into analytical and AI solutions
• Move AI ideas from inspiration to structured use cases and tangible outcomes
• Balance innovation with responsible use of data and customer-centric thinking
• Help the team and department become more AI-enabled in a practical and impactful way
• Drive department-wide GenAI adoption initiatives, including but not limited to training programmes, workshops, competitions, hackathons or innovation challenges that resulted in tangible business use cases.

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:

• 25-28 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

About us
Curious about how ING empowers people and businesses to move forward?

Discover what we do and what we can offer you.

Questions?
Please visit our Frequently Asked Questions section to find some answers on questions you might have.

Interested?

Please upload your CV and motivation letter by clicking the “Apply” button.

In your motivation letter, we would like to read specifically about:

• Your experience with data analysis in a business context and how you apply AI in data analysis.
• Your knowledge of Collections or comparable customer/debt-related domains
• Examples of AI use cases you have identified, shaped or contributed to
• How you have connected with stakeholders to turn analytical or AI ideas into business value
• Examples of how you have driven AI adoption within a business context.