ppWe are looking for a Voice Interactions Expert to act as Product Owner, leading the design and evolution of voice interaction journeys at ING. In this role you will turn business needs into scalable customer solutions in close collaboration with business and IT teams. You will define MVPs, manage the squad backlog, align stakeholders, and ensure voice solutions are delivered with a strong focus on customer experience, business value, and regulatory compliance. /ph3Key Responsibilities /h3ulliDesign, map and continuously improve the customer journey performance in voice interactions using the PACE methodology. /liliCollect CX insights and data, translate them into UX and IT landscapes. /liliAnalyze data to generate actionable insights and translate ambiguous contexts into meaningful indicators. /liliOversee the lifecycle of voice solutions: develop, launch, and maintain attractive, compliant offerings. /liliMaintain and update the backlog, report KPIs, and manage stakeholders to guarantee revenue and cost‑benefit balance. /liliCreate business cases with benefit tracking post‑implementation and prioritize initiatives in short cycles based on customer value. /liliIdentify new capabilities on the digital platform to enhance customer engagement and channel efficiency. /liliWrite User Stories following the INVEST model and ensure quality in production releases. /liliSupport the adoption of cyber‑security practices to protect customers. /li /ulh3Qualifications /h3ulliMaster’s or bachelor’s degree,



minimum 6 years of professional experience as a customer journey expert or service designer working with voice user interfaces and NLP tools (IVR, Voicebots). /liliMinimum 3 years of experience with virtual assistants (voice or chat). Experience with Twilio and Dialogflow CX is a plus. /liliStrong data capabilities, minimum 2 years managing data and KPI reporting. Python and SQL knowledge is a plus. /liliProven ability to translate business needs into delivery requirements and to manage a delivery backlog with IT. /liliExperience as Product Owner is a plus. /liliHigh-level understanding of IT landscapes (integrations, data flows, channels, architecture). /liliExcellent planning, organizational and stakeholder management skills; experience with local and international teams. /liliAnalytical mindset combined with pragmatic delivery focus, customer‑centric and results‑oriented attitude. /liliStrong written and oral communication skills in English. /liliVersatility in various voice assistant frameworks is a plus. /li /ulh3Benefits /h3ulliFlexible work model: choose when and where you work. /liliRestaurant card, health and life insurance for you and your family. /liliFlexible remuneration model with tax‑advantaged benefits (nursery, transport card, training aids). /liliFree company shuttle with routes to the Madrid office. /liliBanking benefits: special loans, mortgage conditions, and pension plan after one month. /liliWellness services: on‑site physiotherapy, gympass, and professional clinics. /liliEmployee networks (Rainbow Lions, Leonas RIÑG) and an international remote‑work program. /li /ul /p #J-18808-Ljbffr

📌 Voice Interactions Expert (Madrid)
🏢 Ing Bank Nv Sucursal En España
📍 Madrid