Global Retail Artificial Intelligence Senior Analyst
hace 13 horas
Boadilla del Monte
Global Retail Artificial Intelligence Senior Analyst Country: Spain IT STARTS HERE Santander ( ) is evolving from a global, high-impact brand into a technology-driven organization, and our people are at the heart of this journey. Together, we are driving a customer-centric transformation that values bold thinking, innovation, and the courage to challenge what's possible. This is more than a strategic shift. It's a chance for driven professionals to grow, learn, and make a real difference. Our mission is to contribute to help more people and businesses prosper. We embrace a strong risk culture and all our professionals at all levels are expected to take a proactive and responsible approach toward risk management. Retail & Commercial Banking is a global business integrating all our retail and commercial banking activities to better serve our customers, improve efficiency and drive value creation. THE DIFFERENCE YOU MAKE Global Retail Data & AI / Retail Banking is looking for a Global Retail Artificial Intelligence Senior Analyst based out of Madrid. You will support the global Retail AI agenda for Contact Center, operational processes and process intelligence, translating Apex and business priorities into viable, measurable and scalable AI, automation and Gen AI use cases across Santander Retail markets. We're shaping the way we work through innovation, cutting-edge technology, collaboration and the freedom to explore new ideas. To succeed in this role, you will be responsible for: Support the definition, maintenance and prioritisation of the global Retail AI roadmap, with an initial focus on contact-center automation, AI servicing, voicebots, chatbots, copilots, back-office automation and channel-data improvements. Structure prioritised use cases from Apex, Retail business areas and countries, assessing the most appropriate approach across AI, Gen AI, automation, advanced analytics, scoring, classification, rules or process redesign. Contribute to the functional design of AI solutions from a business perspective, including target journeys, operating models, human-in-the-loop controls, success metrics and service implications. Analyse required data, knowledge sources, process inputs, quality constraints, platform dependencies and country implementation gaps. Build business cases and impact-tracking analyses covering efficiency, cost reduction, containment, first-contact resolution, service improvement, conversion, risk reduction and customer experience. Coordinate delivery with the Global CDAIO platform team, IT, local CDAIOs, Contact Center & Ops, digital channels, cybersecurity, compliance and other relevant stakeholders. Support country pilots, build evidence on value capture and turn successful pilots into scalable playbooks for other Retail markets. Maintain the AI use-case portfolio, track issues and dependencies, capture cross-country learning, and help ensure solutions follow Responsible AI, model risk, data privacy, cybersecurity, operational resilience and customer protection requirements. WHAT YOU'LL BRING Our people are our greatest strength. Every individual contributes unique perspectives that make us stronger as a team and as an organization. We're enabling teams to go beyond by valuing who they are and empowering what they bring. The following requirements represent the knowledge, skills, and abilities essential for success in this role. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Professional Experience Around 5 years of relevant professional experience in digital transformation, process automation, contact-center transformation, advanced analytics, AI product delivery, operations technology or management consulting. (Required) Practical experience supporting AI, Gen AI, NLP, voicebots, chatbots, copilots, RPA/workflow automation or AI-enabled servicing use cases. (Required) Experience with LLM-enabled solutions and cross-country technology-enabled business transformation. (Preferred) Education University / Bachelor's degree in Engineering, Computer Science, Telecommunications, Mathematics, Statistics, Physics, Business Analytics, Economics or a similar field. (Required) Master's or postgraduate qualification in AI, Data Science, Digital Transformation, Automation, Operations or Technology Management. (Preferred) Languages English - Advanced / full professional proficiency. (Required) Spanish - Advanced / full professional proficiency. (Required) Portuguese. (Preferred) Hard Skills AI and automation use-case discovery, prioritisation, functional design, business-case construction and benefits tracking. (Required) Conversational AI, NLP, voicebots, chatbots, copilots, Gen AI, knowledge bases, RAG concepts and agent-assisted servicing models. (Required) Contact-center and operations platforms and metrics, including containment, AHT, FCR, call deflection, service levels, quality, customer satisfaction, #J-18808-Ljbffr
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