Voice Interactions Expert

ING España&Portugal; Madrid; On-site; EUR 60,000 - 90,000; Full time

Benefits offered by this job

Meal allowance & flex rewards

Doctor’s office at office

Gym & wellness facilities

Employee Concierge service

Health and life insurance

Flexible remuneration options

Free shuttle Madrid ING MAD

Job summary

ING España&Portugal is seeking a Voice Interactions Expert acting as Product Owner to lead the design and evolution of voice interaction journeys. You will define MVPs, manage the squad backlog, align stakeholders, and ensure voice solutions deliver customer value with regulatory compliance.

The role reports to a Business Lead and focuses on customer experience, data-driven insights and scalable, compliant voice offerings in Madrid.

Qualifications

• 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 GenAI). Prior experience with Twilio is a plus
• Solid experience with a minimum of 3 years working in voice or chat virtual assistants. Experience with DialogFlow CX is a plus
• Strong data capabilities with solid experience with a minimum of 2 years managing data and KPI reporting. Python and SQL knowledge is a plus
• Capability of translating business needs into delivery requirements, proven experience working with IT managing delivery backlog. Prior experience as Product Owner is a plus
• Clear communications skills (written and oral). Excellent English skills

Responsibilities

• Provide the best customer experience by designing, mapping and constantly improving the customer journey performance in voice interactions, leveraging on PACE methodology.
• Lifecycle management to develop, launch and maintain an attractive and compliant value proposition in the market, providing the best customer satisfaction.
• Backlog maintenance and update, KPI reporting and stakeholders management, guaranteeing bank revenue and benefit-cost balance, presenting business cases with benefit tracking.
• Translate business needs into requirements for the implementation. Prioritize initiatives in short cycles, define an MVP, and improve with feedback.
• Identify new capabilities in our digital platform to engage customers and improve efficiency of assisted channels.

Skills

Voice UI

NLP tools

Product Owner

Stakeholders mgmt

Data analysis

Python

SQL

Twilio

DialogFlow CX

English

Education

Master or Bachelor's degree

Tools

Twilio

DialogFlow CX

Job description

At ING we are looking for Voice Interactions Expert

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 and impediments. 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.

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 GenAI). Prior experience with Twilio is a plus
• Solid experience with a minimum of 3 years working in voice or chat virtual assistants. Experience with DialogFlow CX is a plus
• Strong data capabilities with solid experience with a minimum of 2 years managing data and KPI reporting. Python and SQL knowledge is a plus
• Capability of translating business needs into delivery requirements, proven experience working with IT managing delivery backlog. Prior experience as Product Owner is a plus
• Curiosity to understand the industry, bank, and customer dynamics.
• High level understanding of IT landscape (integrations, data flows, channels, architecture diagrams …)
• Strong planning & organizational skills.
• Relevant experience managing stakeholders, both local and international teams.
• Combination 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 person
• Able to work in an autonomous way, to take initiative and to make things happen with a can-do attitude
• Clear communications skills (written and oral).
• Problem solving mindset
• Good team player, loving to collaborate with different people
• Excellent oral and written English skills
• Versatility and experience in different voice assistant´s frameworks is a plus

What 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 fulfill you in every way, and that is why we take care of even the smallest details.

Check out what is waiting for you!

Balance That Works.

• Receive your meal allowance in the way that best suits you: through a meal card or directly in your payroll, giving you greater flexibility and convenience in managing your everyday needs.
• More than an office. In our offices you can find doctor’s office, hairdresser, gym, Employee Concierge (to help you with your errands) and much more!
• Health and life insurance. We help you protect what matters most to you, including you and your immediate family.
• Flexible remuneration. Enjoy access to services such as nursery vouchers, public transport and training support, as well as other benefits through our flexible remuneration model.
• Commuting made easier. Our free shuttle service connects different areas of Madrid with ING MAD, helping make your commute to the office more comfortable and convenient.
• Loans with preferential banking 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 belonging

• Our 360º wellbeing approach supports employees across Financial, Physical, Mental and Social Wellbeing.
• On-site physiotherapy service.
• A strong wellbeing culture, including Wellhub access, sports communities and activities.
• Employee Networks: Rainbow Lions (LGBTQI+), Leonas & RIÑG.
• International Remote work program.

Get to know Us

We are a team of more than 1900 people sharing one idea: doing our bit in helping our clients create a better future for themselves, by providing them with the tools they need to get where they want to go.

A fully online bank where technology, innovation, simplicity and transparency are the main ingredients, and the first one to work with agile methodologies.

And although we are based in Spain, we are lucky to work in an international bank with presence in more than 40 countries.

We are proud to have a diverse team, and we are committed to continue developing a culture of Diversity, Inclusion and Belonging to foster a culture of collaboration and innovation that represents all collectives in the society.

And even though we look orange on the outside, we are green on the inside. Our ambition in Sustainability is Empowering (y)our Sustainability journey. We are embarking on our path, for us, but we are also there for when our clients decide to embark on this journey.

Making things happen, helping others be successful, always being one step ahead—that’s our DNA. 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!

At 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.