Santander is one of the world's largest financial institutions, operating as a leading retail and commercial bank with a massive global footprint across Europe and the Americas. Founded in 1857, the group serves over 160 million customers and employs hundreds of thousands of professionals, providing services ranging from consumer finance to corporate and investment banking.

In Spain, the bank is headquartered at its expansive 'Santander Group City' campus in Boadilla del Monte, Madrid, which serves as a hub for its global operations. For international professionals, Santander offers significant opportunities in its technology and digital divisions, such as Santander Digital Services (SDS) and Open Digital Services (ODS), where English is often the primary working language for global projects in AI, cybersecurity, and fintech innovation.

Founded in 1857 in the city of Santander, Spain, the bank originally served regional trade interests. Over the 20th and 21st centuries, it transformed into a global powerhouse through strategic acquisitions in the UK, Brazil, and the USA, becoming the largest bank in the Eurozone by market value.

For international professionals

Operates 'Santander Group City,' one of the largest corporate headquarters in Europe, located in Boadilla del Monte, Madrid.
Actively recruits international talent for global roles in cybersecurity, AI, and software engineering through its dedicated tech hubs.
Offers a highly international environment within its Corporate & Investment Banking (SCIB) and Global Tech divisions.
Provides comprehensive benefits and structured career paths, including specific talent programs for juniors and internal mobility options.
While retail banking roles require Spanish, global corporate and tech functions frequently use English as the main business language.

Lingüista Conversacional IA - Data & IA

Santander

This job was originally posted in Spanish and automatically translated to English. You'll most likely need Spanish to apply.

Job Description

IA Conversational Linguist - Data & IACountry: Spain

IT'S TIME

Santander ( www.santander.com ) is evolving from a high-impact global brand to a technology-driven organization, and people are at the heart of this journey. Together, we are leading a customer-centric transformation that values disruptive thinking , the courage to challenge the status quo, and the ability to innovate . This is more than a strategic shift: it's an opportunity to grow, learn, and make a real impact .

Our mission is to help more people and businesses thrive . We embrace a strong risk culture and expect all our teams to take a proactive and responsible approach to risk management.

How do we do it? By working as a team, challenging the business, valuing and promoting diversity, and using technology as a driver to build the most complete ecosystem of products that adapt to our customers' needs.

At Santander, we work to create a leading financial services platform , integrating the best of the physical and digital worlds. We are a global bank with local roots, leveraging technology, innovation, and talent to transform the financial experience.

THE IMPACT YOU WILL GENERATE

We are looking for a Conversational Linguist AI - Data & AI based in Madrid .

In this role, your main responsibilities will include:

Design and evolve end-to-end conversational flows
Define and maintain the bank's conversational tone of voice across multiple channels.
Draft, curate, and optimize responses for clarity, empathy, brevity, and effectiveness.
Structuring dialogues considering pragmatics, coherence, context and turn-taking.
Actively collaborate with AI/NLP/LLM teams to improve understanding and generation.
Design and review prompts, templates, and linguistic guardrails in solutions with LLM/RAG.
Analyze real conversations to identify frictions, misunderstandings, and prioritized improvements.
Contribute to and govern intent taxonomies , tags, and conversational ontologies.
Measure linguistic impact on KPIs : containment, FCR, CSAT/NPS, clarity and resolution time.
Train and advise internal teams on best practices in conversational design.

WHAT YOU WILL BRING TO THE TEAM

Our people are our greatest strength. Each person contributes unique perspectives that make us stronger as a team and as an organization. We value who they are and empower their contributions.

The following requirements represent the essential knowledge, skills, and competencies for this position.

Professional experience

More than 2 years in conversational design , UX writing , applied linguistics or NLP .
Experience with chatbots/voicebots in customer service.
Experience in regulated sectors (banking, insurance, telecom).
Experience with LLM + RAG in production or pilot.

Education

Degree in Linguistics , Philology , Communication , Translation , Psychology or Digital Humanities .
Master's degree or training in Conversational Design , UX Writing , NLP or Language AI (desirable).
Courses worth considering:
o Conversational Design / Conversation UX
UX Writing / Content Design
or basic NLP or AI applied to language
or Accessibility and plain language

Technical skills (Hard skills)

Advanced conversational design : intents , entities , context, disambiguation, and handoff.
UX Writing / Content Design : microcopy, tone, consistency, and simplicity.
Conversational analysis : labeling, friction detection and root cause .
Basic-intermediate NLP : intent classification and embeddings .
Prompt design (LLM) : writing and evaluating prompts and guardrails.
Accessibility and plain language .
Tools: Jira/Confluence , Figma/Miro , Basic Excel/Power BI .
Taxonomies and ontologies : structuring and governance of intents.
Conversational quality assessment : rubrics, regression, and UAT .
English: C1 (technical documentation, meetings with suppliers, international coordination). (Preferred)

WE VALUE YOUR IMPACT

Your contribution matters, and we recognize it. At Santander, you can expect a fair and competitive compensation package that reflects your impact and the value you'll deliver. Take a moment to understand what we mean:

Your health is our priority. Through BeHealthy, our global wellness program, we promote the overall well-being of our teams.
We know that family is the most important thing. That's why we offer childcare support and family programs tailored to each stage of life.
We empower our teams to go further through growth opportunities, international mobility, and broad career paths.
We believe in the power of helping: you can dedicate part of your working day to volunteering.

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

View original advert (Spanish)

Lingüista Conversacional IA - Data & IACountry: Spain

ES EL MOMENTO

Santander (www.santander.com) está evolucionando de ser una marca global de alto impacto a una organización impulsada por la tecnología, y las personas están en el centro de este camino. Juntos, estamos liderando una transformación centrada en el cliente que valora el pensamiento disruptivo, la valentía de desafiar lo posible y la capacidad de innovar. Esto es más que un cambio estratégico: es una oportunidad para crecer, aprender y generar un impacto real.

Nuestra misión es contribuir a que más personas y empresas prosperen. Adoptamos una sólida cultura de riesgos y esperamos que todos nuestros equipos asuman un enfoque proactivo y responsable en la gestión del riesgo.

¿Cómo lo hacemos? Trabajando en equipo, desafiando el negocio, valorando y promoviendo la diversidad y utilizando la tecnología como driver para construir el ecosistema más completo de productos que se adaptan a las necesidades de nuestros clientes.

En Santander trabajamos para crear una plataforma líder de servicios financieros, integrando lo mejor del mundo físico y digital. Somos un banco global con raíces locales, que potencia la tecnología, la innovación y el talento para transformar la experiencia financiera.

EL IMPACTO QUE GENERARÁS

Estamos buscando un/a Lingüista Conversacional IA - Data & AI con base en Madrid.

En este puesto, tus principales responsabilidades incluirán:

Diseñar y evolucionar flujos conversacionales end-to-end
Definir y mantener el tono de voz conversacional del banco en múltiples canales.
Redactar, curar y optimizar respuestas para claridad, empatía, brevedad y eficacia.
Estructurar diálogos considerando pragmática, coherencia, contexto y turn-taking.
Colaborar activamente con equipos de IA/NLP/LLM para mejorar comprensión y generación.
Diseñar y revisar prompts, plantillas y guardrails lingüísticos en soluciones con LLM/RAG.
Analizar conversaciones reales para identificar fricciones, malentendidos y mejoras priorizadas.
Contribuir y gobernar las taxonomías de intents, etiquetas y ontologías conversacionales.
Medir impacto lingüístico en KPIs: contención, FCR, CSAT/NPS, claridad y tiempo de resolución.
Formar y asesorar a equipos internos en buenas prácticas de diseño conversacional.

LO QUE APORTARÁS AL EQUIPO

Nuestra gente es nuestra mayor fortaleza. Cada persona contribuye con perspectivas únicas que nos hacen más fuertes como equipo y como organización. Valoramos quiénes son y potenciamos lo que aportan.

Los siguientes requisitos representan los conocimientos, habilidades y competencias esenciales para este puesto.

Experiencia profesional

Más de 2 años en diseño conversacional, UX writing, lingüística aplicada o NLP.
Experiencia con chatbots/voicebots en atención al cliente.
Experiencia en sectores regulados (banca, seguros, telecom).
Experiencia con LLM + RAG en producción o piloto.

Educación

Grado en Lingüística, Filología, Comunicación, Traducción, Psicología o Humanidades Digitales.
Máster o formación en Diseño Conversacional, UX Writing, NLP o IA del Lenguaje (deseable).
Cursos valorables:
o Conversational Design / Conversation UX
o UX Writing / Content Design
o NLP básico o IA aplicada al lenguaje
o Accesibilidad y lenguaje claro

Habilidades técnicas (Hard skills)

Diseño conversacional avanzado: intents, entities, contexto, desambiguación y handoff.
UX Writing / Content Design: microcopy, tono, consistencia y simplicidad.
Análisis conversacional: etiquetado, detección de fricciones y root cause.
NLP básico‑intermedio: clasificación de intención y embeddings.
Prompt design (LLM): redacción y evaluación de prompts y guardrails.
Accesibilidad y lenguaje claro.
Herramientas: Jira/Confluence, Figma/Miro, Excel/Power BI básico.
Taxonomías y ontologías: estructuración y gobierno de intents.
Evaluación de calidad conversacional: rúbricas, regresión y UAT.
Inglés: C1 (documentación técnica, reuniones con proveedores, coordinación internacional). (Preferido)

VALORAMOS TU IMPACTO

Tu contribución importa, y la reconocemos. En Santander puedes esperar un paquete retributivo justo y competitivo que refleje tu impacto y el valor que entregarás. Toma un momento para entender a lo que nos referimos:

Tu salud es nuestra prioridad. A través de BeHealthy, nuestro programa global de bienestar, promovemos el bienestar integral de nuestros equipos.
Sabemos que la familia es lo más importante. Por eso ofrecemos apoyo en el cuidado de hijos y programas familiares adaptados a cada etapa de la vida.
Impulsamos a nuestros equipos a ir más allá mediante oportunidades de crecimiento, movilidad internacional y amplias trayectorias de carrera.
Creemos en el poder de ayudar: puedes dedicar parte de tu jornada laboral al voluntariado.