AI Virtual Assistant Adoption Manager

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 Virtual Assistant Adoption Manager — 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

Conversational AI Adoption & Scaling

• Lead the end-to-end adoption of Generative AI–based chatbots and voicebots across customer-facing and internal use cases, from pilot to large-scale deployment.
• Own the adoption roadmap for conversational AI solutions, ensuring alignment with business priorities, customer experience objectives, and operational efficiency goals.
• Drive standardization and reuse of conversational AI capabilities, frameworks, and best practices across geographies and business units.

Cross-Functional Leadership

• Coordinate multi-stakeholder programs to ensure successful onboarding, integration, and usage of conversational AI solutions.
• Partner closely with AI Product Owners teams to translate advanced AI capabilities into usable, adopted products.

Change Management & Enablement

• Design and execute change management strategies to maximize adoption, including communication plans, training programs, and operational playbooks.
• Support business and operations teams in redefining processes impacted by chatbot and voicebot automation.
• Identify adoption barriers (organizational, cultural, or operational) and proactively address them.

Performance, Governance & Continuous Improvement

• Define and monitor KPIs related to adoption, usage, customer satisfaction, containment rates, automation impact, and ROI.
• Ensure conversational AI solutions comply with ethical AI principles, regulatory requirements, and data privacy 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 management, or technology program management roles. (Required).
• Proven experience leading the adoption of chatbots, voicebots, or Conversational AI solutions in enterprise environments. (Required).
• Experience defining adoption metrics, business KPIs, and value realization frameworks. (Required).
• Experience with voice technologies, speech-to-text / text-to-speech, or IVR modernization. (Preferred).
• Experience working in global, multi-country environments. (Preferred).

Hard Skills

• Strong understanding of Generative AI and LLM-based architectures, including NLU/NLP concepts, prompt design, and orchestration patterns. (Required).
• Demonstrated ability to lead cross-functional initiatives involving business, technology, AI, security, and compliance stakeholders. (Required).
• Solid understanding of customer experience and contact center operations is highly desirable. (Required).
• Hands-on exposure to Conversational AI platforms (e.g., Google Dialogflow, Amazon Bedrock, Genesys, Sierra or similar). (Preferred).
• Familiarity with Responsible AI, model governance, and AI risk management frameworks. (Preferred).
• Background in financial services or regulated industries. (Preferred).

Soft Skills

• Excellent communication and stakeholder management skills, with the ability to translate complex AI concepts into business value. (Required).

Languages

• Fluent English. (Required).

WE VALUE YOUR IMPACT

Your contribution matters, and it’s recognized. You can expect a fair, competitive reward package that reflects the impact you create and the value you deliver. But we know rewards go beyond numbers.

• We’re enable our teams to go beyond through global opportunities and broad career paths.
• Flexibility that works. Enjoy a hybrid working models—some days remote, some days onsite with your team—along with flexible hours.
• Learning for life. Access hundreds of courses on our platforms, including exclusive access to our global learning space: Santander Open Academy (www.santanderopenacademy.com)
• Competitive rewards. Receive a highly competitive salary with performance-based bonuses, motivating you to keep growing with us.
• Financial advantages. Benefit from preferential banking terms, special interest rates on loans, life insurance, and more.
• Your health is our priority. Through BeHealthy, our global wellness programme, we promote Holistic wellbeing.
• We know family is everything. That’s why we offer childcare support and family-friendly programmes tailored to each life stage.
• Always by your side. Get access to Santander Contigo, our program for employees and their families offering legal, emotional, and administrative advisory services.
• Extra 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!

We’re here to keep you motivated, help you reach your goals, and celebrate your progress, every step of the way.

LOCAL COMPLIANCE

Santander 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.

WHAT TO DO NEXT

If this sounds like a role you are interested in, then please apply.

READY TO TAKE THE NEXT STEP IN YOUR JOURNEY?