AI Voicebot Adoption Expert
5 days ago
Madrid
ppbIT STARTS HERE /b /p pSantander ( 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. /p pCountry: Spain /p pThis is more than a strategic shift. It’s a chance for driven professionals to grow, learn, and make a real difference. /p pOur 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. /p pWe 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. /p pOur 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. /p pbTHE DIFFERENCE YOU MAKE /b /p h3About The Role /h3 pAt 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 bAI Voicebot Adoption Expert /b – a passionate technologist and strategic influencer who will accelerate the adoption of generative AI and development‑oriented AI tools across our global technology teams. /p h3Key Responsibilities /h3 h3Voicebot Adoption Scaling /h3 ul liLead the end-to-end adoption of Generative AI–based voicebots across customer service, sales, collections, and internal operations, from pilots to large-scale production. /li liOwn the global voicebot adoption roadmap, ensuring alignment with business priorities, customer experience targets, and contact center transformation strategies. /li liDrive standardization of voicebot architectures, conversation patterns, and operating models across countries and business units. /li /ul h3Contact Center Operations Transformation /h3 ul liPartner closely with Contact Center, Operations, CX, and IT teams to embed voicebots into existing telephony, IVR, CRM, and workforce management ecosystems. /li liSupport the redesign of operational processes impacted by voice automation, including escalation models, human‑in‑the‑loop frameworks, and agent coexistence. /li liEnsure smooth onboarding of voicebots into day‑to‑day operations, minimizing disruption and maximizing acceptance by agents and supervisors. /li /ul h3Change Management, Enablement Adoption /h3 ul liDesign and execute change management strategies specific to voice automation, including communication plans, training materials, and operational playbooks. /li liEducate business and operations teams on voicebot capabilities, limitations, and best practices to drive trust and adoption. /li liIdentify cultural, operational, and organizational adoption barriers and proactively address them. /li /ul h3Performance, Governance Continuous Improvement /h3 ul liDefine and track KPIs such as call containment, task completion rates, average handling time reduction, customer satisfaction (CSAT), and automation ROI. /li liEnsure voicebot solutions comply with regulatory, ethical AI, data privacy, and model governance standards. /li /ul h3What You’ll Bring /h3 pOur 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. /p h3Professional Experience /h3 ul li6–10 years of experience in digital transformation, AI adoption, product management, or technology program leadership roles. (Required). /li liProven experience leading the adoption of voicebots, IVR automation, or Conversational Voice AI in enterprise or contact center environments. (Required). /li liExperience working in global, multi‑country environments. (Preferred). /li liExperience with voice technologies, speech‑to‑text / text‑to‑speech, or IVR modernization. (Preferred). /li /ul h3Hard Skills /h3 ul liSolid understanding of Generative AI and LLM‑based conversational architectures, including speech‑to‑text (STT), text‑to‑speech (TTS), NLU, dialog orchestration, and prompt design. (Required). /li liStrong knowledge of contact center operations and voice channels, including telephony integration and agent workflows. (Required). /li liDemonstrated success managing complex, cross‑functional initiatives with business, technology, AI, and compliance stakeholders. (Required). /li liHands‑on exposure to Conversational AI platforms (e.g., Google Dialogflow, Amazon Bedrock, Genesys, Sierra or similar). (Preferred). /li liAbility to define adoption metrics, operational KPIs, and value realization frameworks. /li liBackground in financial services or regulated industries. (Preferred). /li liFamiliarity with Responsible AI, model governance, and AI risk management frameworks. (Required). /li /ul h3Soft Skills /h3 ul liExcellent communication and influencing skills, especially with non‑technical stakeholders. (Required). /li /ul h3Languages /h3 ul liFluent English. (Required). /li /ul h3WE VALUE YOUR IMPACT /h3 ul liWe’re enabling our teams to go beyond through global opportunities and broad career paths. /li liFlexibility that works. Enjoy a hybrid working models—some days remote, some days onsite with your team—along with flexible hours. /li liLearning for life. Access hundreds of courses on our platforms, including exclusive access to our global learning space: Santander Open Academy ( /li liCompetitive rewards. Receive a highly competitive salary with performance‑based bonuses, motivating you to keep growing with us. /li liFinancial advantages. Benefit from preferential banking terms, special interest rates on loans, life insurance, and more. /li liYour health is our priority. Through BeHealthy, our global wellness programme, we promote Holistic wellbeing. /li liWe know family is everything. That’s why we offer childcare support and family‑friendly programmes tailored to each life stage. /li liAlways by your side. Get access to Santander Contigo, our program for employees and their families offering legal, emotional, and administrative advisory services. /li liExtra benefits. Gym/WellHub membership, medical centers in some of our facilities, meal subsidy, parking, shuttle service from various points in Madrid, as well as exclusive discounts and offers for Santander employees. And that’s only the beginning—we’ll tell you more when you join! /li /ul h3LOCAL COMPLIANCE /h3 pSantander is proud of being an organization where there are 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. /p h3What To Do Next /h3 pIf this sounds like a role you are interested in, then please apply. /p h3READY TO TAKE THE NEXT STEP IN YOUR JOURNEY? /h3 /p #J-18808-Ljbffr
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