Virtual Assistant Program Lead
Madrid, Spain
WHAT YOU WILL BE DOING SANTANDER ONE EUROPE is the regional team in charge of creating growth and value for Santander across Spain, UK, Portugal and Poland.
It leverages the countries' experience and takes them to a European model that maximizes synergies and improves customers' and employees' lives.
The One Europe Product Transformation Office (PTO) is charged with working with all four countries to transform the product experience of customers using an agile, collaborative and customer-centred approach to designing and delivering products and services.
The PTO leads many of One Europe´s flagship initiatives across retail products such as Cards, Accounts, Home Ecosystem, SME, ESG and Virtual Assistants.
We are seeking a Virtual Assistant Program Lead to join the Product Transformation Office to participate in projects that will drive the transformation of Santander EU products and our relationship with customers.
The Program Leads achieve this by helping countries to deploy global and local projects, always pursuing efficiencies while delivering a world-class customer experience.
What you would be doing: As Virtual Assistant Program Lead you will develop a product vision based on the company objectives and market trends.
You will also lead the execution of use cases across geographies.
Your main responsibilities of the position include:
Virtual Assistant initiatives tracking on every Santander Business Unit across Europe.Using market analysis and data insights to identify growth and development opportunities from a bot and agent messaging perspective.Developing metrics, systems, and processes continuously to measure the effectiveness of the experiences we're delivering.Coordination of the EU region Governance and responsible for senior management reporting (ERLT, ELT).Best practices, innovation practices and roadmap product evolution management.Managing the product backlog, prioritising according to business value and leading agile delivery squads to translate backlog items into customer journeys.Use cases roadmap coordination with local and regional POs based on the agreed strategy and operative model.Coordination and agreement on the definition of conversational use cases with the local POs.Coordination of the squads staffing and resources (with the SGT delivery manager).Establishing the design, testing, development and monitoring of conversational use cases running on the platform.What we are looking for: Experienced professional (5-10 years of experience) with a passion for customers and delivery.Understanding the fundamental technologies driving the competitive landscape and have a vision on how to leverage in-house and licensed technology to accelerate time to market.Knowledge about NLP & NLU technologies (i.e., Dialogflow, IBM Watson, others).Creative and data-driven problem solver, proactive in overcoming challenges and engaging diverse stakeholders.Role model in customer-led strategy and product development, growth mindset, hungry to learn and grow.Ability to manage multiple priorities and stakeholders and lead self and others through change.Results orientation, demonstrates and measures impact.Self-starter, with strong team collaboration.Fluent in English and Spanish.Desired Experience: A background in consulting, digital transformation and innovation would be desired (but not mandatory).
Previous experience in delivering digital products and services using agile and customer-centric design methodologies.
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