Conversational AI Specialist

• That you reside in: Barcelona and surroundings.
• Education: Higher university degree in Engineering, Data Science, Technology, Business Administration and Management, Economics, Mathematics, Statistics, or related disciplines.
• Postgraduate training or specialization in Product Management, Artificial Intelligence, Data Analytics, or Digital Transformation is highly valued.
• Specific training: Practical knowledge in AI solutions applied to service and business channels (chatbots, LLMs, process automation).
• Minimum 2 years of experience in a role similar to the one described in the vacancy. Previous experience as a Product Owner, Product Manager, or similar role. Experience in digital channels, contact centers, or customer service. Experience in a financial or regulated environment is highly valued. The option of other sectors such as Fintech and Retail is also considered (as long as the link with the customer and channels is very direct).
• Data analysis capacity and decision-making based on activity, quality, efficiency, and customer experience indicators.
• Capacity to prioritize initiatives based on their impact on the customer, business, operational efficiency, and risk control. Capacity to work transversally with business, technology, data, operations, risk, regulatory compliance, and legal areas.
• Strategic vision combined with the capacity for execution, monitoring, and implementation of initiatives in complex environments.
• Communication, influence, and coordination skills to align the involved areas, mobilize decisions, and ensure the effective adoption of new solutions.
• Good level in Office applications (Excel, PPT) + AI
• English: Intermediate-advanced level. You will use English in your day-to-day work.

Note: This vacancy is an internal opportunity directed exclusively to employees under the Banking Agreement, therefore only applications from said group will be accepted.

Vacancy: ROL Operational Control and Regulatory Compliance

We are looking for a Conversational AI Specialist (your workplace will be in Sant Cugat del Vallès). Whose main mission is centered on: Leading the transformation of the chat channel as a strategic relationship channel with customers, driving its evolution towards a more automated, resolutive, and efficient model through the responsible use of Artificial Intelligence, data, and self-service. Ensuring the continuous improvement of the channel, coordination with the involved areas, and alignment with business objectives, customer experience, operational efficiency, NPS, and regulatory compliance.

Let's talk about the project...

Your main responsibilities will be the following:

1. Definition and evolution of the AI chat channel

• Design and evolve the chat channel service model, efficiently combining automated service and human service.
• Identify, prioritize, and drive AI use cases aimed at improving digital resolution, self-service, personalization, and the reduction of handovers to human service.
• Define efficient conversational journeys centered on customer needs.

1. Management and prioritization of channel evolution

• Define and prioritize AI initiatives applied to the channel, based on their impact on customer experience, NPS, digital resolution, operational efficiency, cost, and business value.
• Ensure the alignment of initiatives with business objectives, customer experience, and operational efficiency.
• Lead the delivery of solutions in coordination with technology, data, operations, and business teams.
• Define and drive adoption, communication, and training plans to ensure the correct implementation of new capabilities.
• Manage key stakeholders (business, operations, technology, data, risk, regulatory compliance, and legal).

1. Data-driven continuous improvement

• Analyze channel performance (conversations, interactions, escalations, errors).
• Detect opportunities for improvement in automation, understanding, efficiency, and user experience.
• Drive the continuous improvement of models, flows, and content to maximize the resolution, quality, and efficiency of the channel.
• Define and monitor specific AI metrics (accuracy, hallucination rate, containment, AI CSAT...)
• Design continuous evaluation processes (testing, red-teaming, human feedback)

1. AI governance and control

• Define usage criteria, boundaries of action, controls, and referral circuits for artificial intelligence in the channel.
• Supervise the quality of responses, ensuring their accuracy, tone, brand consistency, and regulatory adequacy.
• Coordinate with Risk, Regulatory Compliance, and Legal for the validation of criteria, content, and controls necessary to ensure regulatory compliance.

1. Promotion of agent assistance tools

• Design and drive AI tools that facilitate agent work, such as response suggestions, conversation summaries, or operational recommendations.
• Define copilot use cases prioritized by impact (AHT, Resolution, quality...).
• Foster the adoption and effective use of these tools by the operational teams.
• Measure the impact of implemented tools on productivity, service quality, agent experience, digital resolution, and reduction of service times and costs.

1. Definition of capabilities

• Define the business, data, and technology capabilities necessary to position chat as a differentiating customer relationship channel.
• Identify the necessary capabilities that allow for increased resolution, personalization, self-service, and the productivity of service teams.
• Drive, together with Technology and Data, an evolutionary architecture that facilitates scalability and the progressive incorporation of new functionalities.
• Prioritize investments and platform decisions based on their impact on customer experience, operational efficiency, and value generation.
• Guarantee the economic, operational, and regulatory sustainability of the long-term evolution of the channel's AI ecosystem.

Location: Spain > Barcelona > Sant Cugat

Possibility of multi-location: No (1)

(1) Multi-location: refers to the location of the job and contemplates the possibility of working from any point in the network of offices or corporate centers outside of the physical location associated with your job, while respecting Teleworking guidelines.

Reference: 38543

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