Global Retail Artificial Intelligence Senior Analyst

• 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, GenAI, NLP, voicebots, chatbots, copilots, RPA/workflow automation or AI-enabled servicing use cases. (Required)
• AI and automation use-case discovery, prioritisation, functional design, business-case construction and benefits tracking. (Required)
• Conversational AI, NLP, voicebots, chatbots, copilots, GenAI, 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, NPS and cost-to-serve. (Required)
• End-to-end process redesign, workflow automation, RPA concepts, digital and assisted channels, and operational excellence methods. (Required)
• SQL, Python or equivalent data-analysis tooling, plus BI and value-tracking dashboards. (Required)
• Agile product delivery and tools such as Jira, Confluence or equivalent, including portfolio governance and multi-country delivery. (Required)
• Responsible AI, model governance, human oversight, privacy, security, regulatory and customer-protection considerations in financial services. (Required)
• Strong business judgement and ability to translate AI opportunities into structured use cases and measurable impact. (Required)
• Clear communication and stakeholder-management skills across business, technology and control functions. (Required)
• Ability to coordinate country squads and cross-functional teams in a federated global model. (Required)

• Experience with LLM-enabled solutions and cross-country technology-enabled business transformation. (Preferred)
• Prompt engineering, LLM evaluation, MLOps/LLMOps, API integrations, workflow engines and cloud AI services on AWS or Azure. (Preferred)
• Analytical mindset, collaboration and adaptability in evolving AI and transformation environments. (Preferred)

• 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)

• English - Advanced / full professional proficiency. (Required)
• Spanish - Advanced / full professional proficiency. (Required)
• Portuguese. (Preferred)

Your contribution matters, and it's recognized. You can expect a fair, competitive reward package that reflects the impact you create and the value you deliver. But we know rewards go beyond numbers.

• We're enable our teams to go beyond through global opportunities and broad career paths.
• Flexibility that works. Enjoy a hybrid working models-some days remote, some days onsite with your team-along with flexible hours.
• Learning for life. Access hundreds of courses on our platforms, including exclusive access to our global learning space: Santander Open Academy (www.santanderopenacademy.com)
• Competitive rewards. Receive a highly competitive salary with performance-based bonuses, motivating you to keep growing with us.
• Financial advantages. Benefit from preferential banking terms, special interest rates on loans, life insurance, and more.
• Your health is our priority. Through BeHealthy, our global wellness programme, we promote Holistic wellbeing.
• We know family is everything. That's why we offer childcare support and family-friendly programmes tailored to each life stage.
• Always by your side. Get access to Santander Contigo, our program for employees and their families offering legal, emotional, and administrative advisory services.
• Extra benefits. Gym/WellHub membership, medical centers in some of our facilities, meal subsidy, parking, shuttle service from various points in Madrid, as well as exclusive discounts and offers for Santander employees. And that's only the beginning-we'll tell you more when you join!

We're here to keep you motivated, help you reach your goals, and celebrate your progress, every step of the way.

Global Retail Artificial Intelligence Senior AnalystCountry: Spain

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 GenAI 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, GenAI, 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.