PstrongAt ING we are looking for Voice Interactions Expert /strong /ppbr/ppstrongYour role and work environment: /strong /ppbr/ppWe are looking for a strongVoice Interactions Expert acting as Product Owner /strong 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. /ppbr/ppIn 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. /ppAs a Voice Interactions Expert you will report to a Business Lead. /ppbr/ppstrongYour key responsibilities: /strong /ppbr/ppIn this role, you will: /ppbr/ppProvide the best strongcustomer experience /strong 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. /ppbr/ppComprehend, strongdefine, select, and analyze data /strong 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. /ppbr/ppLifecycle management in order to develop, launch and maintain an attractive and compliant strongvalue proposition /strong in the market, providing the best customer satisfaction. Responsible for strongbacklog maintenance and update, KPI reporting and stakeholders management /strong, guaranteeing bank revenue and benefit-cost balance, presenting business cases with benefit tracking after the implementation. Commercial acumen to ensure accomplishment of business results. /ppbr/ppTranslate business needs into strongrequirements for the implementation /strong. 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. strongManage dependencies, non-financial risk issues and impediments /strong. 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. /ppAs expert in digital experience, be proactive in the strongidentification of new capabilities in our digital platform /strong 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. /ppbr/ppbr/ppstrongWhat are we looking for? /strong /ppbr/ppWant to know if this job is made for you? These are some of the qualities that we value the most for this role. And if the shoe fits… don’t hesitate to apply! /ppbr/pulliMaster 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 /liliSolid experience with a minimum of 3 years working in voice or chat virtual assistants. Experience with DialogFlow CX is a plus /liliStrong data capabilities with solid experience with a minimum of 2 years managing data and KPI reporting. Python and SQL knowledge is a plus /liliCapability of translating business needs into delivery requirements, proven experience working with IT managing delivery backlog. Prior experience as Product Owner is a plus /liliCuriosity to understand the industry, bank, and customer dynamics. /liliHigh level understanding of IT landscape (integrations, data flows, channels, architecture diagrams …) /liliStrong planning organizational skills. /liliRelevant experience managing stakeholders, both local and international teams. /liliCombination of analytical mindset and skills together with pragmatic thoughts to deliver and have impact on customers and bank results. /liliDriven and customer focused and results-oriented person /liliAble to work in an autonomous way, to take initiative and to make things happen with a can-do attitude /liliClear communications skills (written and oral). /liliProblem solving mindset /liliGood team player, loving to collaborate with different people /liliExcellent oral and written English skills /liliVersatility and experience in different voice assistant´s frameworks is a plus /li /ulpbr/ppstrongWhat do we offer? /strong /ppbr/ppThe 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. /ppbr/ppCheck out what is waiting for you! /ppbr/ppstrongBe flexible my friend. /strong /ppOur 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. /ppbr/ppstrongRestaurant card. /strong /ppSo that thinking about what to have for lunch doesn’t take up your time or your cravings. /ppbr/ppstrongOur house will be your home. /strong /ppIn our offices you can find electric mobility solutions, doctor, hairdresser, gym, The Good Service (to help you with your errands) and much more! /ppbr/ppstrongHealth insurance. /strong /ppFor you and all your family (spouse/partner and children). /ppbr/ppstrongLife insurance. /strong /ppWe help you protect what matters most to you. /ppbr/ppstrongFlexible remuneration. /strong /ppIn 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… /ppbr/ppstrongFree company shuttle. /strong /ppIt 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. /ppbr/ppstrongBanking benefits. /strong /ppSpecial loans with more beneficial conditions. /ppSpecial mortgage conditions after 6 months working at the bank. /ppAnd you can benefit from our pension plan after 1 month with us! /ppbr/ppstrongMore vitality and more belonging /strong /pp360º care of the employee (physical, mental, social connection purpose). /ppPhysiotherapy service on site. /ppClinics with professional, world-class athletes. /ppGympass service. /ppEmployee Networks: Rainbow Lions (LGBTQI+), Leonas RIÑG. /ppInternational Remote work program. /ppbr/ppstrongGet to know Us /strong /ppbr/ppWe are a team of more than 1800 people sharing one idea: strongdoing our bit in helping our clients create a better future for themselves /strong, by providing them with the tools they need to get where they want to go. /ppbr/ppA strongfully online bank /strong where technology, innovation, simplicity and transparency are the main ingredients, and the first one to work with strongagile methodologies /strong. /ppbr/ppAnd although we are based in Spain, we strongare lucky to work in an international bank with presence in more than 40 countries. /strong /ppbr/ppWe are proud to have a diverse team, and we are committed to continue developing a culture of strongDiversity, Inclusion and Belonging /strongto foster a culture of strongcollaboration and innovation /strong that represents all collectives in the society. /ppbr/ppAnd even though we look orange on the outside, strongwe are green on the inside /strong. Our ambition in Sustainability is strongEmpowering (y)our Sustainability journey /strong. We are embarking on our path, for us, but we are also there for when our clients decide to embark on this journey. /ppbr/ppstrongMaking things happen, helping others be successful, always being one step ahead—that’s our DNA. /strong 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! /ppbr/ppemAt 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. /em /ppbr/ppstrongJob Application Safety Reminder /strong /ppbr/ppWe’re seeing an increase in fraudulent job offers. To protect yourself, please follow these key guidelines when applying for roles at ING: /pullistrongApply only via official ING platforms: /strong ING uses strongWorkday /strong and strongLinkedIn /strong as its internal recruitment system. Applications should be submitted strongonly via our official career site or via ING job postings on LinkedIn /strong. /lilistrongCheck the sender’s email carefully: /strong Legitimate communication will always come from strong@ing.com /strong and/or strong@myworkday.com /strong. /lilistrongNo payments or banking details will ever be requested: /strong If someone asks for this information, it’s a scam. /li /ul