Global Retail Artificial Intelligence Senior Analyst

Location: Boadilla del Monte, Spain; role based out of Madrid with a hybrid working model

Company

Santander is a global banking organization transforming its retail and commercial banking activities through technology, data, AI, and customer-focused innovation.

What you will do

• Support the global Retail AI roadmap, prioritizing contact-center automation, AI servicing, voicebots, chatbots, copilots, back-office automation, and channel-data improvements.
• Structure and assess AI, GenAI, automation, analytics, scoring, classification, workflow, and process-redesign use cases.
• Design target customer journeys, operating models, human-in-the-loop controls, success metrics, and service implications.
• Analyze data, knowledge sources, process inputs, platform dependencies, quality constraints, and country implementation gaps.
• Build business cases and track impact across efficiency, cost reduction, containment, first-contact resolution, conversion, risk reduction, and customer experience.
• Coordinate delivery with platform, IT, local AI, contact-center, operations, digital-channel, cybersecurity, compliance, and other stakeholder teams; support pilots and scale successful solutions across markets.

Requirements

• Around 5 years of relevant experience in digital transformation, process automation, contact-center transformation, advanced analytics, AI product delivery, operations technology, or management consulting.
• Practical experience with AI, GenAI, NLP, voicebots, chatbots, copilots, RPA/workflow automation, or AI-enabled servicing use cases.
• Knowledge of AI use-case discovery, prioritization, functional design, business cases, benefits tracking, conversational AI, knowledge bases, RAG concepts, and agent-assisted servicing.
• Experience with contact-center metrics, process redesign, workflow automation, data analysis, BI dashboards, Agile delivery, portfolio governance, and multi-country delivery.
• Working knowledge of SQL, Python or equivalent data-analysis tooling, plus responsible AI, model governance, privacy, security, regulatory, and customer-protection requirements.
• Advanced/full professional English and Spanish are required; Portuguese is preferred.

Nice to have

• Experience with LLM-enabled solutions and cross-country technology-enabled business transformation.
• Master’s or postgraduate qualification in AI, Data Science, Digital Transformation, Automation, Operations, or Technology Management.
• Knowledge of prompt engineering, LLM evaluation, MLOps/LLMOps, API integrations, workflow engines, and AWS or Azure cloud AI services.

Culture & Benefits

• Hybrid work with some days remote, some days onsite, and flexible hours.
• Access to professional learning courses and Santander Open Academy.
• Competitive salary with performance-based bonuses and preferential banking terms.
• Life insurance, wellness programs, childcare support, family-friendly programs, and employee advisory services.
• Additional benefits include gym membership, medical centers at some facilities, meal subsidies, parking, shuttle service from Madrid, and employee discounts.

Hiring process

• Submit an application to proceed to the next stage.