ppbAt ING we are looking for Voice Interactions Expert /b /p h3Ad your role and work environment: /h3 pWe are looking for a bVoice Interactions Expert acting as Product Owner /b to lead the design and evolution of voice interaction journeys, turning business needs into scalable customer solutions in close collaboration with business and IT teams. /p pIn this role, 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. /p pAs a Voice Interactions Expert you will report to a Business Lead. /p h3Your key responsibilities: /h3 pIn this role, you will: /p pProvide the best bcustomer experience /b by designing, mapping and constantly improving the customer journey performance in voice interactions, leveraging on PACE methodology. Coupled with an end-to-end process view to be able to collect CX insights and data; and translate it into UX and IT landscapes. /p pComprehend, bdefine, select, and analyze data /b to garner insights that enhance the decision-making process. Translate ambiguous environment to meaningful indicators and provide the capacity for driving powerful business insights faster. /p pLifecycle management in order to develop, launch and maintain an attractive and compliant bvalue proposition /b in the market, providing the best customer satisfaction. Responsible for bbacklog maintenance and update, KPI reporting and stakeholders management /b, guaranteeing bank revenue and benefit-cost balance, presenting business cases with benefit tracking after the implementation. Commercial acumen to ensure accomplishment of business results. /p pTranslate business needs into brequirements for the implementation /b. Prioritize initiatives in short cycles, based on value delivery for our customers, defining an initial MVP to be improved with the feedback gathered. Strive for efficiency, reducing complexity in our definitions and pursuing innovative solutions. bManage dependencies, non-financial risk issues and impediments /b. Slice Epic into Features and Features into user stories that suppose an increase in value for your product and for the customer. Write User Stories being sure that they follow the INVEST model principles. Ensure the quality in the production uploads. /p pAs expert in digital experience, be proactive in the bidentification of new capabilities in our digital platform /b in order to engage our customers and increase efficiency of our assisted channels, bringing the best experience in moments of truth. Support the adoption of cyber security practices to effectively protect our customers from risks in the digital world. /p h3What are we looking for? /h3 pThese are some of the qualities that we value the most for this role.



And if the shoe fits… don’t hesitate to apply! /p ul liMaster or bachelor’s degree with a minimum of 6 years of professional experience as Customer journey expert or Service designer working with Voice user interface and NLP tools, such as IVR and Voicebots (both NLU and GenAI). Prior experience with Twilio is a plus /li liSolid experience with a minimum of 3 years working in voice or chat virtual assistants. Experience with DialogFlow CX is a plus /li liStrong data capabilities with solid experience with a minimum of 2 years managing data and KPI reporting. Python and SQL knowledge is a plus /li liCapability of translating business needs into delivery requirements, proven experience working with IT managing delivery backlog. Prior experience as Product Owner is a plus /li liCuriosity to understand the industry, bank, and customer dynamics. /li liHigh level understanding of IT landscape (integrations, data flows, channels, architecture diagrams …) /li liStrong planning organizational skills. /li liRelevant experience managing stakeholders, both local and international teams. /li liCombination of analytical mindset and skills together with pragmatic thoughts to deliver and have impact on customers and bank results. /li liDriven and customer focused and results-oriented person /li liAble to work in an autonomous way, to take initiative and to make things happen with a can-do attitude /li liClear communications skills (written and oral). /li liProblem solving mindset /li liGood team player, loving to collaborate with different people /li liExcellent oral and written English skills /li liVersatility and experience in different voice assistant´s frameworks is a plus /li /ul h3What do we offer? /h3 pThe time you spend at work, the challenges you face or the lessons you get are very important, but… What about your personal life? At ING we want your work to fulfill you in every way, and that is why we take care of even the smallest details. /p pCheck out what is waiting for you! /p pbBe versátil my friend. /b /p pOur model is all about flexibility and accountability. Keeping both our customers and our colleagues’ needs in mind, you determine together which days you work at home and which you come to ING MAD to offer your best self. Do your thing. /p pSo that thinking about what to have for lunch doesn’t take up your time or your cravings.



/p pbOur house will be your home. /b /p pIn our offices you can find electric mobility solutions, doctor, hairdresser, gym, The Good Service (to help you with your errands) and much more! /p pbHealth insurance. /b /p pFor you and all your family (spouse/partner and children). /p pbLife insurance. /b /p pWe help you protect what matters most to you. /p pbFlexible remuneration. /b /p pIn addition, you will enjoy our flexible remuneration model, through a more tax-advantaged way, you will be able to access other services such as nursery, transport card, training aids… /p pbFree company shuttle. /b /p pIt doesn't matter where you live. We have 6 routes (North, Central, South, A5, A42 and A6) to get you to our ING office in Madrid comfortably. /p pSpecial loans with more beneficial conditions. /p pSpecial mortgage conditions after 6 months working at the bank. /p pAnd you can benefit from our pension plan after 1 month with us! /p pbMore vitality and more belonging /b /p p360º care of the employee (physical, mental, social connection purpose). /p pPhysiotherapy service on site. /p pClinics with professional, world-class athletes. /p pGympass service. /p pEmployee Networks: Rainbow Lions (LGBTQI+), Leonas RIÑG. /p pInternational Remote work program. /p pWe are a team of more than 1800 people sharing one idea: bdoing our bit in helping our clients create a better future for themselves /b, by providing them with the tools they need to get where they want to go. /p pA bfully online bank /b where technology, innovation, simplicity and transparency are the main ingredients, and the first one to work with bagile methodologies /b. /p pAnd although we are based in Spain, we bare lucky to work in an international bank with presence in more than 40 countries. /b /p pWe are proud to have a diverse team, and we are committed to continue developing a culture of bDiversity, Inclusion and Belonging /bto foster a culture of bcollaboration and innovation /b that represents all collectives in the society. /p pAnd even though we look orange on the outside, bwe are green on the inside /b. Our ambition in Sustainability is bEmpowering (y)our Sustainability journey /b. We are embarking on our path, for us, but we are also there for when our clients decide to embark on this journey. /p pbMaking things happen, helping others be successful, always being one step ahead—that’s our DNA. /b If you look at yourself in the mirror and your reflection matches our way of being and working…we are looking forward to meeting you! /p pAt ING, you belong just as you are. We hire and support people for their talent and potential — and we know that when you can be yourself, you do your best work. /p /p #J-18808-Ljbffr

📌 Voice Interactions Expert (Madrid)
🏢 ING España&Portugal
📍 Madrid