Voice Interactions Product Owner — Lead AI Voice Journeys

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

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.