Customer Data & AI Strategy Manager

Customer Data & AI Strategy Manager

Country: Spain

IT STARTS HERE

Santander (www.santander.com) is evolving from a global, high-impact brand into a technology-driven organization, and our people are at the heart of this journey. Together, 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 a chance for driven professionals to grow, learn, and make a real difference.

Our mission is to contribute to help more people and businesses prosper. We embrace a strong risk culture and all our professionals at all levels are expected to take a proactive and responsible approach toward risk management.

The Wealth Management & Insurance division covers three businesses in all Santander Group countries: Insurance, Asset Management and Private Banking. We work to provide the best solutions to our clients in these three businesses in the 10 countries where we are present.

THE DIFFERENCE YOU MAKE

Whealth Management & Insurance division is looking for a Customer Data & AI Strategy Manager  based out of Madrid.

Your mission will be to Lead the Customer 360 roadmap, developing a reliable and comprehensive data ecosystem that empowers every team with actionable insights. This role ensures that customer data is consolidated, accurate, and actionable, enabling business teams to drive hyper-personalized experiences, strengthen customer relationships, and drive growth. You will act as the bridge between business stakeholders and technology teams, ensuring alignment of lifetime customer value strategies with 2wsdata and technology capabilities. You will lead the global and local squads managing the technology teams in an agile environment to ensure customer 360 delivery

We’re shaping the way we work through innovation, cutting-edge technology, collaboration and the freedom to explore new ideas. To succeed in this role, you will be responsible for:

1.Customer 360 Vision & Strategy:

• Design the global data ecosystem model, ensuring alignment with global and local stakeholders, based on use case needs across all customer touchpoints
• Deploy a customer insurance data lake across all geographies, providing an integrated, indepth customer view merging bank, insurance and external sources, leveraging on existing global/local initiatives in place
• Promote a customer-centric, data-driven culture, fostering collaboration across countries and functions, to maximize the value of data, improve decision-making, and drive business

2.Data Management & Governance

• Oversee customer data integration into centralized platforms, adapting solutions to the specific technological maturity and infrastructure of each geography
• Ensure data quality, accessibility, accuracy, security, and compliance with regulations (GDPR, insurance regulations) regarding customer data use
• Define standards for customer identifiers, master data management, and data lineage, ensuring standardized criteria across geographies
• Act as the link between business leaders and technology teams, translating business needs into data and infrastructure requirements
• Partner with main global and local stakeholders to ensure adoption and impact. Regularly report progress, adoption, and outcomes to senior leadership

3.AI Adoption

• Define the AI adoption roadmap aligned with strategic objectives and all stakeholders involved
• Identify and prioritize high-impact use cases, design pilots and proof-of-concepts, evaluate results, and scale solutions that generate business value
• Act as the link between business teams and IT/data teams, translating business needs into technical requirements, facilitating integration of AI into existing platforms (CRM, Customer 360, data lake)

4.Dashboard & Insights Delivery

• Lead the development of a Customer 360 dashboard that enables visualization of consistent customer KPI, with standardized and homogeneous metrics across countries geographies including: Customer lifetime value (CLV), Retention/churn risk, Cross-sell and upsell potential and NPS / customer satisfaction
• Ensure insights are actionable and accessible to all business stakeholders

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