Global Retail Artificial Intelligence Senior Analyst

About the Company

Responsibilities

• ● cesses and process intelligence, translating Apex and business priorities into viable, measurable and scalable AI, automation and GenAI use cases across Santander Retail markets.
• ● 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.

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.
• ● 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)
• ● 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)