AI Virtual Assistant Adoption Manager

About Santander Digital Services

Santander (www.santander.com) is evolving from a global, high-impact brand into a technology-driven organization, with people at the heart of this journey. 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 an opportunity 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 impact over 170 million people worldwide through one of the largest banks globally. We are undergoing one of the biggest transformations in our history, with technology central to 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 help more people and businesses prosper. We embrace a strong risk culture, expecting all professionals to take a proactive and responsible approach toward risk management. Santander prides itself on being an organization with equal opportunities regardless of age, gender, disability, civil status, race, religion, or sexual orientation. This role offers not only the chance to join a great company but also to collaborate on projects that have a real impact on society.

About The Role: AI Virtual Assistant Adoption Manager

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, working at the intersection of technology, change management, and culture to help 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).

Key skills/competency

• Generative AI
• LLM Architectures
• NLU/NLP
• Conversational AI
• Chatbot Adoption
• Voicebot Adoption
• Change Management
• Stakeholder Management
• Digital Transformation
• Product Adoption