Voice Interactions Expert

hace 2 meses

Madrid, España ING A tiempo completo

Employee | Contact Centre | Professional | Spain | Madrid | 2023-08-08 | REQ-10060263

**At ING we are looking for a Voice Interactions Expert**

**Your role and work environment**:
We are looking for a **Voice Interactions Expert** that can help us develop new customer journey of voice interactions, seamless customer processes and new enablers to be faster in future developments.

You will be capable of translating **business needs into delivery requirements** by working in the squads through the whole product lifecycle and acting as a bridge between business & IT.

You must be able to **move from a "concept/idea" to a functional definition** and customer journey, providing an efficient cut through and real definition of the MVP to deliver value in a sustained way.

You must be able to understand what ING architecture, databases, main building blocks, layers (front, middle and back) and technologies are required for each "concept/idea".

You will be responsible for the definitions of ready and done, and acceptance criteria for user stories in coordination with the IT team.

You are the **“Business Guardian”** of your product/service working with Risk, Compliance, and Legal stakeholders, to make sure our products and services comply with regulation and policies.

You have an **end-to-end responsibility** for providing customers the most reliable and innovative way of managing their relationship with us, focusing on delivering the products and services they need, boosting sales while leveraging on the brand and bank customer obsession.

You will **work closely with customers** and key stakeholders to achieve the initiatives that respond to the vision, strategy and road map of ING Spain.

You are **passionate **about improving the customer’s experience in the different channels and have a broad knowledge on products and services strategy.

You have a **data mindset**, you observe what happens around you and what we are building and challenge or adapt if we are not going in the right direction.

You work in **Agile teams**, focusing always in delivering value to our customers in a fast way while continuously improving the way we work.

You are also an **active member** of a Chapter supporting in improving the way of working and where you work on your craftsmanship.

You are a **team player**. You are actively involved in the maintenance, development and realization of (new) services & functionalities. As an expert, you will deliver all the necessary business know-how and skills within the Squads to realize the shared Tribe purpose.

As a Voice Interactions Expert you will report to a Chapter Lead.

**Your key responsibilities**:
As a Voice Interactions Expert you will:
**Customer Experience**: 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.

**Data Fluency**: 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.

**Product & Service Strategy**: 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 guaranteeing bank revenue and benefit-cost balance, presenting business cases with benefit tracking after the implementation. Commercial acumen to ensure accomplishment of business results.

**Agile Delivery**: 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.

**Digital Strategy**. 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 fitsdon’t hesitate to apply
- Master or bachelor’s degree with a minimum of 4 years of professi

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