Voice Interactions Expert (Product Owner)

About the role

ING is 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. 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. The role reports to a Business Lead.

Key responsibilities

• Design, map and continuously improve the customer journey in voice interactions using the PACE methodology, collecting CX insights and data and translating them into UX and IT landscapes.
• Analyse data to turn ambiguous situations into clear indicators and drive business insights.
• Manage the lifecycle of voice products, including development, launch and maintenance, and ensure compliance.
• Maintain and update the backlog, report KPIs, manage stakeholders and present business cases with tracked benefits.
• Translate business needs into requirements, prioritise initiatives in short cycles and define an initial MVP.
• Slice Epics into features and features into user stories following the INVEST model, and ensure quality in production uploads.
• Identify new digital capabilities to improve assisted channels and support the adoption of cybersecurity practices.

Required profile

• Master's or bachelor's degree with at least 6 years of experience as a customer journey expert or service designer working with voice interfaces and NLP tools such as IVR and voicebots (NLU and GenAI).
• At least 3 years of experience with voice or chat virtual assistants; prior experience with Twilio is a plus.
• At least 2 years managing data and KPI reporting; Python and SQL knowledge is a plus.
• Proven experience translating business needs into delivery requirements and working with IT on delivery backlogs; prior Product Owner experience is a plus.
• Experience managing stakeholders across local and international teams, and excellent written and spoken English.

Required skills

• Experience with DialogFlow CX is a plus.
• High-level understanding of IT landscape (integrations, data flows, channels, architecture diagrams).
• Autonomous work, problem-solving and clear communication skills.

What we offer

• Flexible working model: choose which days you work from home and which you come to the ING Madrid office.
• Restaurant card, health and life insurance for you and your family, and a pension plan after 1 month.
• Electric mobility solutions, physiotherapy, gympass and free company shuttle to the office.
• Special loan and mortgage conditions, and banking benefits.
• Employee networks and an international remote work program.