Voice Interactions Expert

We are looking for a Voice Interactions Expert to act as Product Owner, leading the design and evolution of voice interaction journeys at ING. In this role you will turn business needs into scalable customer solutions in close collaboration with business and IT teams. 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. Key Responsibilities

• Design, map and continuously improve the customer journey performance in voice interactions using the PACE methodology.
• Collect CX insights and data, translate them into UX and IT landscapes.
• Analyze data to generate actionable insights and translate ambiguous contexts into meaningful indicators.
• Oversee the lifecycle of voice solutions: develop, launch, and maintain attractive, compliant offerings.
• Maintain and update the backlog, report KPIs, and manage stakeholders to guarantee revenue and cost-benefit balance.
• Create business cases with benefit tracking post-implementation and prioritize initiatives in short cycles based on customer value.
• Identify new capabilities on the digital platform to enhance customer engagement and channel efficiency.
• Write User Stories following the INVEST model and ensure quality in production releases.
• Support the adoption of cyber-security practices to protect customers.

• Master’s or bachelor’s degree, minimum 6 years of professional experience as a customer journey expert or service designer working with voice user interfaces and NLP tools (IVR, Voicebots).
• Minimum 3 years of experience with virtual assistants (voice or chat). Experience with Twilio and Dialogflow CX is a plus.
• Strong data capabilities, minimum 2 years managing data and KPI reporting. Python and SQL knowledge is a plus.
• Proven ability to translate business needs into delivery requirements and to manage a delivery backlog with IT.
• Experience as Product Owner is a plus.
• High-level understanding of IT landscapes (integrations, data flows, channels, architecture).
• Excellent planning, organizational and stakeholder management skills; experience with local and international teams.
• Analytical mindset combined with pragmatic delivery focus, customer-centric and results-oriented attitude.
• Strong written and oral communication skills in English.
• Versatility in various voice assistant frameworks is a plus.

• Flexible work model: choose when and where you work.
• Restaurant card, health and life insurance for you and your family.
• Flexible remuneration model with tax-advantaged benefits (nursery, transport card, training aids).
• Free company shuttle with routes to the Madrid office.
• Banking benefits: special loans, mortgage conditions, and pension plan after one month.
• Wellness services: on-site physiotherapy, gympass, and professional clinics.
• Employee networks (Rainbow Lions, Leonas & RIÑG) and an international remote-work program.

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