Global Retail Artificial Intelligence Senior Analyst Country: Spain IT STARTS HERESantander ( ) 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. 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 MAKEGlobal 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. 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.
Professional ExperienceAround 5 years of relevant professional experience in digital transformation, process automation, contact-center transformation, advanced analytics, AI product delivery, operations technology or management consulting. (Preferred)EducationUniversity / 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. (Required)Spanish – Advanced / full professional proficiency. (Required)Portuguese. (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)Prompt engineering, LLM evaluation, MLOps/LLMOps, API integrations, workflow engines and cloud AI services on AWS or Azure. (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. (We're enable our teams to go beyond through global opportunities and broad career paths. Enjoy a hybrid working models—some days remote, some days onsite with your team—along with versátil hours. Access hundreds of courses on our platforms, including exclusive access to our global learning space: Receive a highly competitive salary with performance-based bonuses, motivating you to keep growing with us.
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📌 Global Retail Artificial Intelligence Senior Analyst (España)
🏢 Banco Santander
📍 España