At ING Belgium, we've built Kraken, an AI system that helps determine which messages are most relevant for each customer. Today, Kraken powers the personalised banners customers see in our app and online banking channels, helping us make communications more useful while avoiding unnecessary noise.
We're now looking at a different challenge.
Instead of deciding what to show when a customer happens to open the app, we want to understand when it's worth reaching out proactively. Which customers should receive a communication? Which channel works best? Is there a better moment to contact them? And just as importantly, when should we not send anything?
That's the question this internship will explore.
Over three months, you'll help investigate whether the principles behind Kraken can be applied to outbound communications.
The project starts with understanding how customer communications are managed today and identifying where data science could improve decision-making. From there, you'll explore the available data, test different approaches, and evaluate whether they create measurable value.
Typical activities include:
The final objective is a proof of concept that demonstrates clear business impact and could potentially evolve into a larger production initiative.
Most internship projects start with a predefined problem and a clear roadmap. This one doesn't.
We're entering a space where there are still open questions and genuine decisions to make. Some of Kraken's ideas may transfer surprisingly well. Others may turn out to be unsuitable for outbound communication. Part of the challenge is figuring out where those boundaries are.
You'll be working on a real problem with real customers in mind, and your conclusions can directly influence how future communication strategies are designed.
You'll work closely with two Data Scientists who were involved in building Kraken from the ground up. Along the way, you'll collaborate with Data Analysts, Machine Learning Engineers, and other specialists working across customer analytics and AI.
While you'll own a substantial part of the project, you won't be left on your own. Expect regular discussions, technical guidance, and plenty of opportunities to challenge ideas together.
You'll work with:
This internship is well suited to students interested in data science, machine learning, analytics, or applied statistics.
Previous banking experience is not required. We're much more interested in how you approach problems than in your knowledge of financial products. Curiosity, critical thinking, and the ability to bring structure to ambiguous questions will take you a long way.
Useful skills include:
By the end of the internship, you'll have worked on a business problem from initial exploration through to evaluation and recommendation.
You'll also gain:
ING is a pioneer in digital banking and on the forefront as one of the most innovative banks in the world. As ING, we have a clear purpose that represents our conviction of people’s potential. We don’t judge, coach, or tell people how to live their lives. However big or small, modest or grand, we empower people and businesses to realise their vision for a better future. We made the promise to make banking frictionless, removing barriers to progress, and make people confident in their financial decisions. As a global bank we have a huge opportunity – and responsibility – to make an impact for the better. We can play a role by financing change, sharing knowledge, and innovating. Being sustainable is in all the choices we make—as a lender, as a partner and through the services we offer our customers
