Global Retail Artificial Intelligence Senior Analyst

Santander (www.santander.com) 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.

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.

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.

• 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)
• Experience with LLM-enabled solutions and cross-country technology-enabled business transformation. (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)

• 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)
• Prompt engineering, LLM evaluation, MLOps/LLMOps, API integrations, workflow engines and cloud AI services on AWS or Azure. (Preferred)

• 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)
• Analytical mindset, collaboration and adaptability in evolving AI and transformation environments. (Preferred)

If this sounds like a role you are interested in, then please apply.