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Voice Virtual Assistant Strategist en Madrid

Descripción del empleo

This is Us.


A team of more than one thousand people sharing an idea: doing our bit in helping our clients create a better future for themselves, providing them with the tools they need to get where they want to go.


In today’s world, we know this happens because we are a fully online bank. We were born out of that idea and 20 years on, technology, simplicity and transparency continue to be the ingredients of the recipe that leaves the best taste in our mouths: being more than just a bank, someone useful in the lives of the millions of clients who have chosen us.


The way we do things also mirrors our eagerness to innovate. We are proud to be one of the very first banks to work with agile methodologies. It doesn’t ring a bell yet? No worries, we will be delighted to tell you all about it. You will find it’s one of those things you’ll want to repeat over and over.


And although we are based in Spain, we like to cross borders. We are lucky to work with international teams every day across 44 countries, composed of women and men as equal as they are diverse. Because here you are completely free to be who you want to be, love whomever you choose, and even go for pineapple as your pizza topping.


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!



Your role and work environment:


You have an end-to-end responsibility for the definition, documentation, and negotiation of requirements with stakeholders within New Channels squad.


You are passionate about improving the client experience (both, internal and external) and have a broad knowledge on ING Channels, products, services, and user experience.


You work in the Human Connection Tribe, specifically in the Virtual Voice Assistant Squad.


You possess expertise in User/customer experience, customer journey  in voice communications, process optimization and functional requirements, and also negotiation abilities and strategic business view.


You are a team player. You are actively involved in the maintenance, development and realization of (new) services & functionalities and improvements at sales and efficiency level. 



By fulfilling the role of Product Owner within a squad, you will be responsible for defining the vision of your squads, what needs to be achieved, and what are the priorities in order to meet the goals defined. Working with OKRs and value driven milestones


You will initiate and drive change, working closely with customers/agents and key stakeholders on vision, strategy and the roadmap.


As an expert, you will deliver all the necessary business know-how and skills within the Squads to realize the shared purpose.


As a Customer Journey Expert with the PO role, you will report to the Expert Lead of New Channels squad.


Your key responsibilities:


  • You will provide a broad knowledge on Remote / IVR communication, channels covered by it, services and processes. With special care for sales, efficiency and customer satisfaction
  • You will design and present the new processes and customer journeys, having in mind requirements, sales objectives and needs of communication in a written view
  • You put yourself in customers' shoes, assess the wishes and needs of customers ( internal and external) and anticipate on this, and focus continuously on improving the journeys we are offering.
  • You are responsible for improving the experience and service with an end-to-end mindset, for the day-to-day performance, for building reliable business operations and services.
  • You will be responsible for defining the vision of your squads, what needs to be achieved, and what are the priorities to meet the goals defined. 
  • You Own and prioritize the features and roadmap delivery for the scrum team by:
    • Defining features into detailed user Stories: Design, prioritize, accurately estimate and then deliver user story development on time.
    • Updating the Product Backlog Daily: with business, data, technical needs on daily basis.
    • Performing Analysis on backlog or other tooling analysis to enable optimal decision making.
    • Defining Performance indicators to assess the product value and progress.
    • Be the central point of contact regarding the Product Backlog: Work closely with engineering and other internal teams for on-time delivery of relevant features.
    • Answer daily questions from the Squads and communicate progress or escalate risks/ dependencies to intern teams.
    • Leading the Agile Way of Working ceremonies related to Sprint Planning and attending other Agile ceremonies.
  • You own the backlog of your squad and as such decide on priority. You do this by maximizing business and customer value through ordering and prioritizing.
  • You work with Risk, Compliance, and Legal stakeholders, to make sure our products and services comply with regulation and policies.



What are we looking for?



A leader of our Orange Code culture displaying the following behaviors:

  • Support and promote Agile transformation in your squad and at Tribe level according to new way of working defined the organization and CTO. 
  • Have proven experience in customer experience and multichannel approaches (Virtual assistant in voice channel)
  • Be able to think in strategic terms, linking current events, business strategy and a long-term vision.
  • Have strong analytical skills and take decisions based on data and facts.
  • Have strong problem analysis and judgement skills (recognize key information, problem identification, research, various methods of analysis, establishment of connections, etc.)
  • Amazing communication skills (both, in English and Spanish) to present and challenge your strategy to stakeholders and users
  • Be a team player, stimulate cross-border interaction and alignment between people, Tribes, Squads, Chapters.
  • Be curious, passionate about innovation and stay on top of trends for customer communication channels
  • Are creative and a pro-active out-of-the box thinker who likes to work in a multidisciplinary team in an agile environment.
  • You give and ask for constructive feedback.



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 fill you in every way, and that is why we take care of even the smallest detail.

Check out what is waiting for you!


Flexible schedule and 100% flexible e-working.

Work or e-work? We have a totally flexible model: keeping our customers in mind, and also your colleagues, choose the one that best suits you all.


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, doctor, hairdresser, gym, urban orchard, The Good Service (to help you in your arrangements) and much more!


Life insurance.

We hope you don't need to use it!


Health insurance.

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


Flexible remuneration.

In addition, you can enjoy our flexible remuneration model, through which you can access other services such as nursery, transport card, training aids…


Free company shuttle.


Banking benefits.

Special loan or mortgage terms after 6 months working at the bank.

And benefit from our pension plan after 2 years with us.


More health, more sports.

Runners club with your own trainer.

Clinics with professional, world-class athletes.

Physiotherapy service on site.


Información extra

Tipo de contrato
Tiempo completo
Carnet de conducir
Carta de motivación

Madrid | Tiempo completo

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