Voice Interactions Expert

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!

Be flexible, my friend.

Our 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.

Restaurant card.

So that thinking about what to have for lunch doesn't take up your time or your cravings.

Our house will be your home.

In our offices you can find electric mobility solutions, a doctor, a hairdresser, a gym, The Good Service (to help you with your errands) and much more!

Seguro médico.

Para ti y toda tu familia (cónyuge/pareja e hijos).

Seguro de vida.

Te ayudamos a proteger lo que más te importa.

Retribución flexible.

Además, disfrutarás de nuestro modelo de retribución flexible, a través del cual podrás acceder a otros servicios de forma más ventajosa fiscalmente, como guardería, tarjeta de transporte, formación...

Autobús de empresa gratuito.

No importa dónde vivas. Tenemos 6 rutas (Norte, Centro, Sur, A5, A42 y A6) para llegar cómodamente a nuestra oficina de ING en Madrid.

Banking benefits.

Special loans with more beneficial conditions.

Special mortgage conditions after 6 months working at the bank.

And you can benefit from our pension plan after 1 month with us!

The time you spend at work, the challenges you face or the things you learn are very important, but... what about your personal life? At ING we want your work to fulfill you in every way, and that's why we take care of every last detail.

Discover what awaits you!

Our model is based on flexibility and responsibility. Taking into account both the needs of our customers and our employees, you jointly decide which days you work from home and which days you come to ING MAD to give your best. Your way.

Restaurant card.

So that thinking about what to eat doesn't take up your time or make you crave things.

Our house will be your home.

In our offices you'll find electric mobility solutions, medical services, a hairdresser, a gym, The Good Service (to help you with your paperwork) and much more!

Health insurance.

For you and your entire family (spouse/partner and children).

Life insurance.

We help you protect what matters most to you.

Furthermore, you'll enjoy our flexible compensation scheme, through which, in a more tax-advantageous way, you can access other services such as childcare, transport vouchers, training support...

No matter where you live. We have 6 routes (North, Center, South, A5, A42 and A6) to take you comfortably to our ING office in Madrid.

Special loans with more favorable conditions.

And you'll also be able to benefit from our pension plan after 1 month with us!

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.

We are looking for a Voice Interactions expert to act as a Product Owner to lead the design and evolution of voice interaction journeys, converting business needs into scalable solutions for customers, in close collaboration with business and IT teams.

In this role, you will define MVPs, manage the squad backlog, align various stakeholders, and ensure that 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.

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.

In this role, you must:

Provide the best customer experience through the design, mapping, and continuous performance improvement of the customer journey in voice interactions, supported by the PACE methodology. All this with an end-to-end vision of processes that allows for gathering CX insights and data and translating them into UX and IT domains.

Understand, define, select, and analyze data to obtain insights that improve the decision-making process. Translate ambiguous environments into meaningful indicators and provide the ability to drive high-impact business insights more quickly.

Manage the lifecycle to develop, launch, and maintain an attractive and compliant value proposition in the market, offering the best satisfaction to customers. Be responsible for maintaining and updating the backlog, KPI reporting, and stakeholder management, guaranteeing the bank's income and the cost-benefit balance, presenting business cases with benefit tracking after implementation. Possess a commercial vision to ensure the fulfillment of business results.

Translate business needs into requirements for implementation. Prioritize initiatives in short cycles, based on the delivery of value to customers, defining an initial MVP that is improved with collected feedback. Seek efficiency, reducing complexity in definitions and pursuing innovative solutions. Manage dependencies, non-financial risks, and impediments. Divide Epics into Features and Features into user stories that represent an increase in value for the product and for the customers. Write User Stories ensuring they follow the INVEST model principles. Guarantee quality in production deployments.

As a digital experience expert, be proactive in identifying new capabilities in the digital platform to engage customers and increase the efficiency of assisted channels, providing the best experience at the moments of truth. Support the adoption of cybersecurity practices to effectively protect customers against risks in the digital world.

Want 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!

360º care of the employee (physical, mental, social connection & purpose).

Physiotherapy service on site.

Clinics with professional, world-class athletes.

Gympass service.

Employee Networks: Rainbow Lions (LGBTQI+), Leonas & RIÑG.

International Remote Work Program.

360º care for our employees (physical, mental, social connection and purpose).
Physiotherapy service in the offices.
Clinics with world-class professional athletes.
Gympass service.
Employee Networks: Rainbow Lions (LGBTQI+), Leonas & RIÑG.
International remote work program.

We are a team of more than 1800 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.

We are a team of more than 1,800 people who share the same idea: doing our part to help our customers create a better future for themselves, providing them with the tools they need to get where they want to go.

A 100% digital bank, where technology, innovation, simplicity and transparency are the main ingredients, and the first to work with agile methodologies.

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

We are proud to have a diverse team, and we are committed to continuing to develop a culture of Diversity, Inclusion and Belonging to foster a culture of collaboration and innovation that represents all groups in society.

And although on the outside we are orange, on the inside we are green. Our ambition in Sustainability is Empowering (y)our Sustainability journey. We are on this journey for ourselves, but we also accompany our customers when they decide to embark on it.

Making things happen, helping others succeed, always staying one step ahead: that's our DNA. If you look in the mirror and your reflection matches our way of being and working... we can't wait to meet you!

We're seeing an increase in fraudulent job offers. To protect yourself, please follow these key guidelines when applying for roles at ING:

• Apply only via official ING platforms: ING uses Workday and LinkedIn as its internal recruitment system. Applications should be submitted only via our official career site or via ING job postings on LinkedIn.
• Check the sender's email carefully: Legitimate communication will always come from @ing.com and/or @myworkday.com.
• No payments or banking details will ever be requested: If someone asks you for this information, it is a scam.

We are detecting an increase in fraudulent job offers. To protect yourself, follow these key guidelines when applying for positions at ING:

• Apply only through official ING platforms: ING uses Workday and LinkedIn as its internal recruitment system. Applications must be submitted only through our official careers site or through ING job postings on LinkedIn.
• Carefully check the email sender: Legitimate communications will always come from @ing.com and/or @myworkday.com.
• Payments or banking details will never be requested: If someone asks you for this information, it is a scam.

Do you want to know if this position is for you? These are some of the qualities we value most for this role. And if you fit... don't hesitate to apply!