Conversational AI Program Lead – Global AI Transformation

Santander; Boadilla del Monte; Presencial; EUR 120.000 - 180.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Hybrid work model

Global impact and exposure to OpenAI/"

Open Academy access

Descripción de la vacante

Santander seeks a Conversational AI Program Lead to drive the global transformation of chat experiences across its channels. You will lead end-to-end implementations of Global Conversational AI Products, collaborating with local CDAIOs, technology teams, and business units to enhance customer experience and optimize operations.

You will manage cross-functional teams in an agile environment, evaluate new AI features, and translate business needs into scalable, compliant AI use cases.

Formación

• 10+ years of experience in technology or engineering roles with at least 5 years leading transformation with DATA/AI technologies.
• Proven track record leading projects/teams in complex environments.
• Deep knowledge of DATA/AI solutions, data flows, and performance optimization.
• Fluent in English and Spanish.

Responsabilidades

• Lead the global AI transformation program for chat products, aligning roadmap with Santander's AI strategy.
• Translate business needs into scalable, secure AI use cases delivering measurable value.
• Collaborate with product and platform teams to integrate AI chat capabilities across channels.
• Identify features and capabilities to maximize value of Global AI products for chat.
• Own end-to-end proposals and plans with all activities, dependencies, and stakeholders.
• Understand AI global chat product architecture, features, and possibilities; align with product roadmap.
• Lead cross-functional collaboration to drive adoption of chat global products across teams.
• Communicate complex ideas clearly to diverse audiences; manage dependencies and critical path.
• Pilot new features with partners like OpenAI or Anthropic when appropriate.
• Support standardization and evolution of the program organization.

Conocimientos

AI transformation leadership

Project management

Cloud environments

English & Spanish fluency

Stakeholder management

Descripción del empleo

THE DIFFERENCE YOU MAKE

As part of our journey to become an AI-First bank, we are looking for a Conversational AI Program Lead – Global AI Transformation to drive the transformation of customer & internal chat experiences across Santander's channels. In this role, you will lead end-to-end implementation projects of the Global Conversational AI Products for chat, working closely with local CDAIOs, technology teams, and business units to improve customer experience, optimize operations, and unlock new sources of value. You will combine deep project management expertise, strategic leadership and technical skills to accelerate the transformation across our global service operations — enabling truly intelligent, personalized, and efficient customer engagement at scale.

Key Responsibilities

• Conversational AI Transformation Lead the global AI transformation program for chat products, aligning roadmap and initiatives with Santanderâs AI strategy.
• Understand business needs and translate them into scalable, secure, and compliant AI use cases that deliver measurable value.
• Collaborate with product and platform teams to integrate AI chat capabilities into the channels.
• Identify the best approach for adding maximum value with Global AI products for chat.
• Own the end-to-end proposal and plan, identifying all the activities, dependencies and stakeholders.
• Chat products evolution Understand AI global chat products architecture, features and possibilities.
• Collaborate with Product Owners to keep up to date with product roadmap.
• Identify potential features based on business needs and their contribution.
• Challenge business needs and be able to differentiate between essential and nice-to-have.
• Evaluate and pilot new product features and technologies, working with partners such as OpenAI or Anthropic.
• Cross-Functional Collaboration & Change Enablement Work with business, legal, technology and program teams to coordinate the end-to-end adoption of chat global products.
• Lead efficient communication, being able to break down complex problems and explain them to different audiences.
• Understand the situation of each implementation, including critical path and dependencies.
• Identify potential issues in advance, suggest proposals and measure the corresponding impact.
• Collaborate with program and adoption teams to detect possible standardizations and evolve program organization.
• Serve as a trusted advisor to business and technology leaders, translating technical innovation into business impact.

WHAT YOU’LL BRING

Professional Experience 10+ years of experience in technology or engineering roles, with at least 5 years leading transformation with DATA/AI technologies. (Required) Proven track record leading projects/teams in complex situations due to technical or context complexities. (Required) Strong expertise in DATA/AI technologies and solutions. (Required) Hands-on experience with cloud environments, APIs, and CI/CD pipelines. (Required) Demonstrated leadership managing multi-disciplinary teams in agile environments. (Required)

Hard Skills Deep knowledge understanding of Data & AI solutions, including integration architectures, data flows, and performance optimization. (Required) Fluent in English and Spanish. (Required)

Soft Skills Excellent communication skills â able to explain technical concepts to non-technical audiences and influence at executive level. Well-organized, strategic and analytical mindset with hands‑on execution drive. Ability to deep dive in details if needed. Ability to focus on the final goal being practical, excluding what is not necessary according to plan priorities. Proven ability to collaborate across global teams and manage complex stakeholder ecosystems. Passion for technology, experimentation, and continuous learning.

WHAT WE OFFER

Join a Global AI Transformation team at one of the worldâs leading financial institutions. You will help redefine how millions of customers interact with Santander, working at the intersection of AI, technology, and human experience. We offer:

• Global impact: Work with AI leaders across multiple countries to design the future of customer interaction.
• Continuous learning: Access to the Santander Open Academy, global AI community, and specialized upskilling programs.
• Flexibility & wellbeing: Hybrid work model, flexible hours, wellness programs, and family-friendly benefits.
• Competitive rewards: Competitive salary, performance-based incentives, and exclusive financial advantages.

LOCAL COMPLIANCE

Santander is proud to be an organization that provides equal opportunities regardless of age, gender, disability, civil status, race, religion, or sexual orientation. We are committed to providing an inclusive and accessible application process for all candidates.