Voice Interactions Expert

Voice Interactions Expert

At ING 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?

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!

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 Dialog Flow 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

Excel…