About the role

AI Virtual Assistant Adoption Manager at Santander driving adoption of generative AI and development-oriented AI tools globally. Leading initiatives for integrating AI tooling into software development workflows.

Responsibilities

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.
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.
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.
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.

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