We are shaping the way we work through innovation, cutting-edge technology, collaboration, and the freedom to explore new ideas
Job Summary
We are shaping the way we work through innovation, cutting-edge technology, collaboration, and the freedom to explore new ideas.
For success in this role, you will be responsible for gathering and understanding business and operational needs from local geographies in Contact Center.
We offer hybrid working models, flexible hours, and access to hundreds of courses on our platforms, including exclusive access to our global learning space: Santander Open Academy.
Matching Summary
We are shaping the way we work through innovation, cutting-edge technology, collaboration, and the freedom to explore new ideas.
Skills & Requirements
Must-have
Contact Center business needs
define use cases and journeys
design agent journeys functionally
translate business needs to requirements
define KPIs for success
high level of English
Nice-to-have
global models and multicountry experience
banking or regulated environments
agile methodologies knowledge
understand tech solutions without deep profile
Key Requirements
Experience in business, product, or functional analysis roles
Functional knowledge of Contact Center operations
Ability to define and document functional requirements
Experience in conversational experience design
Experience working with multiple stakeholders and international environments
Experience in Conversational AI projects, voicebots or automation