Global Retail Artificial Intelligence Senior Analyst

Banco Santander SA; Boadilla del Monte; Hybrid; EUR 90,000 - 130,000; Full time

Benefits offered by this job

Hybrid working model

Meal subsidies

Santander Open Academy access

Job summary

Banco Santander SA in Madrid is seeking a Global Retail Artificial Intelligence Senior Analyst to drive AI initiatives across contact centers, operations and automation. You will translate business priorities into scalable AI use cases, shaping the Retail AI roadmap and aligning with cross-country teams.

The role demands 5 years in digital transformation or AI delivery, strong SQL/Python skills, and experience with NLP, GenAI and RPA.

Qualifications

• Around 5 years of digital transformation, process automation, AI product delivery, or related consultancy experience.
• Experience supporting AI/GenAI/NLP/voicebots/chatbots/copilots or RPA-enabled servicing use cases.
• University degree in Engineering, CS, Mathematics or related field; advanced AI studies preferred.

Responsibilities

• Define and maintain the global Retail AI roadmap with focus on contact-center automation and AI servicing.
• Prioritize use cases across AI, GenAI, automation, analytics, and process redesign.
• Design AI solutions from a business perspective with target journeys and success metrics.
• Analyze data sources, platform dependencies and country gaps for implementation.
• Build business cases and track impact across efficiency, cost and customer experience.
• Coordinate delivery with platform teams, IT, compliance and other stakeholders.
• Support country pilots and scale successful pilots into playbooks.

Skills

AI strategy

Process automation

NLP & GenAI

Stakeholder management

SQL

Python

Jira

Confluence

Agile delivery

Education

Bachelor in CS/Engineering

Masters in AI/Digital Transformation

Tools

SQL

Python

Jira

Confluence

Job description

Global Retail Artificial Intelligence Senior Analyst Country: Spain IT STARTS HERE

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.

Retail & Commercial Banking is a global business integrating all our retail and commercial banking activities to better serve our customers, improve efficiency and drive value creation.

THE DIFFERENCE YOU MAKE

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.

WHAT YOU’LL BRING

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.

Professional Experience

• 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)

Education

• 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)

Languages

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

Hard Skills

• 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)

Soft Skills

• 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)

WE VALUE YOUR IMPACT

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.

LOCAL COMPLIANCE

Santander is proud of being an organization where there are 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.

READY TO TAKE THE NEXT STEP IN YOUR JOURNEY?

The Santander Way Santander 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.

Ready to make it happen? It starts with you. It starts here.