Santander Consumer Bank is seeking an AI Voicebot Adoption Expert to lead the integration of AI voicebots into its customer service and operations. The role involves driving the adoption of generative AI tools, managing cross-functional teams, and ensuring smooth transitions in technology adoption within the organization
Job Summary
Lead the end-to-end adoption of Generative AI–based voicebots across customer service, sales, collections, and internal operations.
Partner closely with Contact Center, Operations, CX, and IT teams to embed voicebots into existing telephony, IVR, CRM, and workforce management ecosystems.
Define and track KPIs such as call containment, task completion rates, average handling time reduction, customer satisfaction (CSAT), and automation ROI.
Matching Summary
Match Score: 85
Santander Consumer Bank is seeking an AI Voicebot Adoption Expert to lead the integration of AI voicebots into its customer service and operations. The role involves driving the adoption of generative AI tools, managing cross-functional teams, and ensuring smooth transitions in technology adoption within the organization.
Skills & Requirements
Must-have
Generative AI voicebot adoption
Contact center transformation
Change management strategies
Voice automation process redesign
Responsible AI and data privacy
Nice-to-have
Global multi-country experience
Conversational AI platforms exposure
Financial services background
Holistic wellbeing promotion
Key Requirements
6-10 years of experience in digital transformation or AI adoption
Proven experience leading voicebot adoption
Solid understanding of Generative AI and LLM architectures