Global Retail Artificial Intelligence Senior Analyst

About the role

Santander's Global Retail Data & AI / Retail Banking team is looking for a Global Retail Artificial Intelligence Senior Analyst based in Madrid. You will support the global Retail AI agenda for contact centers, operational processes and process intelligence, turning Apex and business priorities into measurable, scalable AI, automation and GenAI use cases across Santander Retail markets.

Key responsibilities

• Support the definition, maintenance and prioritisation of the global Retail AI roadmap, initially 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, choosing the right mix of AI, GenAI, automation, advanced analytics, scoring, classification, rules or process redesign.
• Contribute to the functional design of AI solutions, including target journeys, operating models, human-in-the-loop controls, success metrics and service implications.
• Analyse 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 and compliance.
• Support country pilots, build evidence on value capture and turn successful pilots into scalable playbooks.
• Maintain the AI use-case portfolio, track issues and dependencies, capture cross-country learning and ensure solutions meet Responsible AI, model risk, data privacy, cybersecurity and customer protection requirements.

Required profile

• 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 supporting AI, GenAI, NLP, voicebots, chatbots, copilots, RPA/workflow automation or AI-enabled servicing use cases.
• Bachelor's degree in Engineering, Computer Science, Telecommunications, Mathematics, Statistics, Physics, Business Analytics, Economics or a similar field.
• Advanced English and Spanish; Portuguese preferred.

Required skills

• AI and automation use-case discovery, prioritisation, functional design, business-case construction and benefits tracking.
• Conversational AI, NLP, voicebots, chatbots, copilots, GenAI, knowledge bases, RAG concepts and agent-assisted servicing models.
• Contact-center and operations metrics such as containment, AHT, FCR, call deflection, service levels, quality, CSAT, NPS and cost-to-serve.
• Process redesign, workflow automation, RPA concepts, digital and assisted channels, and operational excellence methods.
• SQL, Python or equivalent data tools, BI dashboards, Agile delivery (Jira, Confluence) and portfolio governance.
• Responsible AI, model governance, human oversight, privacy, security and regulatory considerations in financial services.

What we offer

• Hybrid working with flexible hours, plus a competitive salary with performance-based bonuses.
• Preferential banking terms, life insurance and a global wellness programme.
• Childcare support, employee and family advisory services, gym membership, meal subsidy, parking and shuttle service in Madrid.