At ING we are looking for Voice Interactions Expert
Ad your role and work environment:
We are looking for a Voice Interactions Expert acting as Product Owner 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.
In 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.
As a Voice Interactions Expert you will report to a Business Lead.
Your key responsibilities:
In this role, you will:
Provide the best customer experience 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.
Comprehend, define, select, and analyze data 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.
Lifecycle management in order to develop, launch and maintain an attractive and compliant value proposition in the market, providing the best customer satisfaction. Responsible for backlog maintenance and update, KPI reporting and stakeholders management, guaranteeing bank revenue and benefit-cost balance, presenting business cases with benefit tracking after the implementation. Commercial acumen to ensure accomplishment of business results.
Translate business needs into requirements for the implementation. 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. Manage dependencies, non-financial risk issues a

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