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 mission is to contribute to help 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.

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. 

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 global AI transformation program for chat products, aligning roadmap and initiatives with Santander’s 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 products.

• Lead efficient communication, being able to break down complex problems and explain them to different audiences.  

• Understand the situation of each implementation, including critical path and dependencies. 

• Identify potential issues in advance, suggest proposals and measure the corresponding impact.

• Collaborate with program and adoption teams to detect possible standardizations and evolve program organization. 

• Serve as a trusted advisor to business and technology leaders, translating technical innovation into business impact.

WHAT YOU’LL BRING

Professional Experience

• 10+ years of experience in technology or engineering roles, with at least 5 years leading transformation with DATA/AI technologies. (Required)

• Proven track record leading projects/teams in complex situations due to technical or context complexities. (Required)

• Strong expertise in DATA/AI technologies and solutions. (Required)

• Hands-on experience with cloud environments, APIs, and CI/CD pipelines. (Required)

• Demonstrated leadership managing multi-disciplinary teams in agile environments. (Required)

Hard Skills

• Deep knowledge understanding of Data & AI solutions, including integration architectures, data flows, and performance optimization. (Required)

• Fluent in English and Spanish. (Required)

Soft Skills

• Excellent communication skills — able to explain technical concepts to non-technical audiences and influence at executive level.

• Well-organized, strategic and analytical mindset with hands-on execution drive. Ability to deep dive in details if needed.

• Ability to focus on the final goal being practical, excluding what is not necessary according to plan priorities. 

• Proven ability to collaborate across global teams and manage complex stakeholder ecosystems.

• Passion for technology, experimentation, and continuous learning.

WHAT WE OFFER
Join a Global AI Transformation team at one of the world’s leading financial institutions. You will help redefine how millions of customers interact with Santander, working at the intersection of AI, technology, and human experience.
We offer:

• Global impact: Work with AI leaders across multiple countries to design the future of customer interaction.

• Continuous learning: Access to the Santander Open Academy, global AI community, and specialized upskilling programs.

• Flexibility & wellbeing: Hybrid work model, flexible hours, wellness programs, and family-friendly benefits.

• Competitive rewards: Competitive salary, performance-based incentives, and exclusive financial advantages.

LOCAL COMPLIANCE
Santander is proud to be an organization that provides equal opportunities regardless of age, gender, disability, civil status, race, religion, or sexual orientation. We are committed to providing an inclusive and accessible application process for all candidates.

READY TO TAKE THE NEXT STEP IN YOUR JOURNEY?
If this sounds like you, apply now and help us shape the future of AI-driven customer engagement at Santander.