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Voice/writing Virtual Assistant Product Manager

hace 4 meses

Madrid, España ING A tiempo completo

**At ING we are looking for**

**Your role and work environment**:
We are looking for a talented and enthusiastic **Voice/Writing Virtual Assistant Product Manager **to join our Remote Team of Human Connection

The responsibility of this team is **to have the Virtual Voice Assistant our customers brag** about while we have a lot of fun and our way of working is through Agile methodologies.

**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.**

**What do we offer?**

The time you spend at work, the challenges you face or the lessons you get are very important, butWhat 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

**Flexible schedule and 100% flexible e-working.**

Work or e-work? We have a totally flexible model: keeping both our customers and your colleagues in mind, you can 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 with your errands) 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 will enjoy our flexible remuneration model, through which you can access other services such as nursery, transport card, training aids

**Free company shuttle.**

It doesn't matter where you live. We have 6 routes (North, Central, South, A5, A42 and