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 general 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 produc

📌 Conversational AI Program Lead – Global AI Transformation (Boadilla del Monte)
🏢 Santander
📍 Boadilla del Monte