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

Chief Data & Artificial Intelligence Officer (CDAIO)

division is building a world-class AI & Data team to make a difference in the lives of over 170 million people worldwide, through one of the largest banks in the world.

We are undergoing one of the biggest transformations in our history and technology is at the heart of our strategy. Join our team to play a part in one of the most important technological projects for the financial sector in the world.

Our mission is to contribute to helping 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. Santander is proud of being an organization where there are equal opportunities regardless of age, gender, disability, civil status, race, religion or sexual orientation. This job offer is an opportunity not only to join a great company but also to collaborate in projects that have a real impact on society.

THE DIFFERENCE YOU MAKE About The Role At Santander, we are building a world-class AI & Data organization to drive innovation at scale and impact the lives of over 170 million people globally.



As part of our strategic ambition to become an AI-First bank, we are seeking an

AI Voicebot Adoption Expert

--- a passionate technologist and strategic influencer who will accelerate the adoption of generative AI and development-oriented AI tools across our global technology teams.

In this role, you will lead cross-functional initiatives to integrate state-of-the-art AI tooling in software development workflows. You will work at the intersection of technology, change management, and culture, helping our engineering community unlock new levels of productivity and innovation.

Key Responsibilities Voicebot Adoption & Scaling

Lead the end-to-end adoption of Generative AI--based voicebots across customer service, sales, collections, and internal operations, from pilots to large-scale production.

Own the integral voicebot adoption roadmap, ensuring alignment with business priorities, customer experience targets, and contact center transformation strategies.

Drive standardization of voicebot architectures, conversation patterns, and operating models across countries and business units.

Contact Center & Operations Transformation

Partner closely with Contact Center, Operations, CX, and IT teams to embed voicebots into existing telephony, IVR, CRM, and workforce management ecosystems.





Support the redesign of operational processes impacted by voice automation, including escalation models, human-in-the-loop frameworks, and agent coexistence.

Ensure smooth onboarding of voicebots into day-to-day operations, minimizing disruption and maximizing acceptance by agents and supervisors.

Change Management, Enablement & Adoption

Design and execute change management strategies specific to voice automation, including communication plans, training materials, and operational playbooks.

Educate business and operations teams on voicebot capabilities, limitations, and best practices to drive trust and adoption.

Identify cultural, operational, and organizational adoption barriers and proactively address them.

Performance, Governance & Continuous Improvement

Define and track KPIs such as call containment, task completion rates, average handling time reduction, customer satisfaction (CSAT), and automation ROI.

Ensure voicebot solutions comply with regulatory, ethical AI, data privacy, and model governance standards.

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

6--10 years of experience in digital transformation, AI adoption, product manag

📌 AI Voicebot Adoption Expert (Madrid)
🏢 Santander Digital Services
📍 Madrid