At ING we are looking for

Your role and work environment:
We are looking for a talented and enthusiastic Voice/Writing Virtual Assistant Product Manager to join our Remote Team of Human Connection

The responsibility of this team is to have the Virtual Voice Assistant our customers brag about while we have a lot of fun and our way of working is through Agile methodologies.

Your key responsibilities:
- You will provide a broad knowledge on Remote / IVR communication, channels covered by it, services and processes. With special care for sales, efficiency and customer satisfaction:
- You will design and present the new processes and customer journeys, having in mind requirements, sales objectives and needs of communication in a written view
- You put yourself in customers' shoes, assess the wishes and needs of customers (internal and external) and anticipate on this, and focus continuously on improving the journeys we are offering.
- You are responsible for improving the experience and service with an end-to-end mindset, for the day-to-day performance,



for building reliable business operations and services.
- You will be responsible for defining the vision of your squads, what needs to be achieved, and what are the priorities to meet the goals defined.
- You Own and prioritize the features and roadmap delivery for the scrum team by:
- Defining features into detailed user Stories: Design, prioritize, accurately estimate and then deliver user story development on time.
- Updating the Product Backlog Daily: with business, data, technical needs on daily basis.
- Performing Analysis on backlog or other tooling analysis to enable optimal decision making.
- Defining Performance indicators to assess the product value and progress.
- Be the central point of contact regarding the Product Backlog: Work closely with engineering and other internal teams for on-time delivery of relevant features.
- Answer daily questions from the Squads and communicate progress or escalate risks/

📌 Voice/writing Virtual Assistant Product Manager (Madrid)
🏢 Ing
📍 Madrid