At ING we are looking for Voice Interactions ExpertYour role and work environmentWe 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 responsibilitiesProvide 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 prehend, define, select, and analyse 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. Prioritise 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 and impediments. Slice Epic into Features and Features into user stories that increase 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.As expert in digital experience,



be proactive in the identification of new capabilities in our digital platform 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.What are we looking for?Master 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 Gen AI). Prior experience with Twilio is a plusSolid experience with a minimum of 3 years working in voice or chat virtual assistants. Experience with Dialog Flow CX is a plusStrong data capabilities with solid experience with a minimum of 2 years managing data and KPI reporting. Python and SQL knowledge is a plusCapability of translating business needs into delivery requirements, proven experience working with IT managing delivery backlog. Prior experience as Product Owner is a plusCuriosity to understand the industry, bank, and customer dynamics.High level understanding of IT landscape (integrations, data flows, channels, architecture diagrams …)Strong planning & organisational skills.Relevant experience managing stakeholders, both local and international bination of analytical mindset and skills together with pragmatic thoughts to deliver and have impact on customers and bank results.Driven and customer focused and results‑oriented personAble to work in an autonomous way, to take initiative and to make things happen with a can‑do attitudeClear communications skills (written and oral).Problem solving mindsetGood team player, loving to collaborate with different peopleExcellent oral and written English skillsVersatility and experience in different voice assistant´s frameworks is a plusWhat do we offer?The 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 fulfil you in every way, and that is why we take care of even the smallest details.Check out what is waiting for you!Be flexible my friend.Our 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.So that thinking about what to have for lunch doesn’t take up your time or your cravings.Our house will be your home.In our offices you can find electric mobility solutions, doctor, hairdresser, gym, The Good Service (to help you with your errands) and much more!Health insurance.For you and all your family (spouse/partner and children).Life insurance.We help you protect what matters most to you.Versátil remuneration.In 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…Free company shuttle.It 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.Special loans with more beneficial conditions.Special mortgage conditions after 6 months working at the bank.And you can benefit from our pension plan after 1 month with us!More vitality and more belonging360º care of the employee (physical, mental, social connection & purpose).Physiotherapy service on site.Clinics with professional, world‑class athletes.Gympass service.Employee Networks: Rainbow Lions (LGBTQI+), Leonas & RIÑG.International Remote work program.Job Application Safety ReminderWe’re seeing an increase in fraudulent job offers. To protect yourself, please follow these key guidelines when applying for roles at ING:Apply only via official ING platforms: ING uses Workday and Linked In as its internal recruitment system. Applications should be submitted only via our official career site or via ING job postings on Linked In.Check the sender’s email carefully: Legitimate communication will always come from@ and/[email protected] payments or banking details will ever be requested: If someone asks for this information, it’s a scam.

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