Santander Bank, N.A.
Associate, Customer Experience & Omnichannel Growth, Boston, MA
Santander Bank, N.A., Boston, Massachusetts, us, 02298
Associate, Customer Experience & Omnichannel Growth, Boston, MA
Join to apply for the
Associate, Customer Experience & Omnichannel Growth, Boston, MA
role at
Santander Bank, N.A. What You Will Do
As an Associate, Customer Experience & Omnichannel Growth, you will lead enterprise-scale initiatives to transform and optimize how customers engage with the bank across digital and physical channels. This role is central to realizing our vision of being a digital-first bank with a powerful human touch, ensuring a seamless, consistent, and emotionally resonant experience across web, mobile, call centers, and our branch network. You will own cross-product journey orchestration — from acquisition to servicing — and partner with key stakeholders to design, measure, and evolve high-impact experiences that drive engagement, loyalty, and growth. Omnichannel Experience Strategy
Define and execute a unified customer experience strategy that bridges digital platforms and in-branch interactions across deposit, debit, and related retail products. Champion a customer-first perspective that drives experience consistency across online, mobile, call center, and branch. Identify and activate key customer journeys (e.g., account opening, activation, servicing, upsell) with coordinated messaging, tooling, and touchpoints across channels. Journey Design & Orchestration
Map, evaluate, and improve end-to-end journeys using human-centered design and agile methodologies. Partner with Product, UX, and Channel teams to eliminate friction, reduce drop-off, and enhance cross-channel transitions (e.g., “save and resume,” “click-to-branch,” “click-to-call”). Drive experience design that considers enterprise scalability, accessibility, and personalization at scale. Customer Growth & Channel Optimization
Build and execute strategies to increase adoption of digital self-service while enhancing the role of branches and call centers in the overall experience. Leverage segmentation and behavioral insights to optimize cross-sell, onboarding, and retention efforts in all customer segments. Support omnichannel acquisition strategies and conversion funnel optimization across digital and physical channels. Measurement & Continuous Improvement
Define KPIs and success metrics for customer journeys and experience enhancements (e.g., NPS, digital adoption, conversion, attrition). Use journey analytics, VOC (Voice of Customer), and operational data to surface opportunities for improvement and innovation. Lead test-and-learn programs to validate CX hypotheses and optimize omnichannel performance. Collaboration & Influence
Serve as a cross-functional integrator between Product, Technology, Marketing, Branch Strategy, Operations, and Customer Care. Advocate for investments that improve experience across both digital properties and frontline staff interactions. Facilitate journey review forums and champion enterprise-wide customer experience alignment. What You Bring
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Bachelor\'s Degree or equivalent work experience: Business, Experience Design, Marketing, or Digital Strategy or equivalent field. - Required. 5+ Years Related work experience in digital banking, customer experience, omnichannel strategy, or product leadership roles at enterprise scale. - Required. Proven ability to drive CX improvements and growth outcomes across multiple channels and platforms. Deep understanding of digital banking platforms, agile product delivery, and customer lifecycle design. Strong analytical and strategic thinking skills; experience working with journey analytics, customer feedback platforms, and CX dashboards. Exceptional collaboration and influence skills across matrixed organizations. Preferred Experience
Experience at a large bank, digital bank, or fintech with an omnichannel model. Hands-on experience leading CX initiatives that integrate in-app, web, branch, and contact center capabilities. Knowledge of banking-specific tools Exposure to enterprise-level personalization, journey automation, and real-time customer engagement technologies. Certifications
No Certifications listed for this job. What Else You Need To Know
The base pay range for this position is posted below and represents the annualized salary range. For hourly positions (non-exempt), the annual range is based on a 40-hour work week. The exact compensation may vary based on skills, experience, training, licensure and certifications and location. Base Pay Range Minimum: $69,375.00 USD Maximum: $117,500.00 USD Link To Santander Benefits Santander Benefits - 2025 Santander OnGoing/NH eGuide (foleon.com) EEO Statement
At Santander, we value and respect differences in our workforce. We actively encourage everyone to apply. Santander is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, genetics, disability, age, veteran status or any other characteristic protected by law. What To Do Next
If this sounds like a role you are interested in, then please apply. We are committed to providing an inclusive and accessible application process for all candidates. If you require any assistance or accommodation due to a disability or any other reason, please contact us at TAOps@santander.us to discuss your needs. Primary Location:
Boston, MA Other Locations:
Massachusetts-Boston, New York-New York, Florida-Coconut Grove Organization:
Santander Bank N.A. AN EQUAL OPPORTUNITY EMPLOYER M/F/Vet/Disabled/SO
#J-18808-Ljbffr
Join to apply for the
Associate, Customer Experience & Omnichannel Growth, Boston, MA
role at
Santander Bank, N.A. What You Will Do
As an Associate, Customer Experience & Omnichannel Growth, you will lead enterprise-scale initiatives to transform and optimize how customers engage with the bank across digital and physical channels. This role is central to realizing our vision of being a digital-first bank with a powerful human touch, ensuring a seamless, consistent, and emotionally resonant experience across web, mobile, call centers, and our branch network. You will own cross-product journey orchestration — from acquisition to servicing — and partner with key stakeholders to design, measure, and evolve high-impact experiences that drive engagement, loyalty, and growth. Omnichannel Experience Strategy
Define and execute a unified customer experience strategy that bridges digital platforms and in-branch interactions across deposit, debit, and related retail products. Champion a customer-first perspective that drives experience consistency across online, mobile, call center, and branch. Identify and activate key customer journeys (e.g., account opening, activation, servicing, upsell) with coordinated messaging, tooling, and touchpoints across channels. Journey Design & Orchestration
Map, evaluate, and improve end-to-end journeys using human-centered design and agile methodologies. Partner with Product, UX, and Channel teams to eliminate friction, reduce drop-off, and enhance cross-channel transitions (e.g., “save and resume,” “click-to-branch,” “click-to-call”). Drive experience design that considers enterprise scalability, accessibility, and personalization at scale. Customer Growth & Channel Optimization
Build and execute strategies to increase adoption of digital self-service while enhancing the role of branches and call centers in the overall experience. Leverage segmentation and behavioral insights to optimize cross-sell, onboarding, and retention efforts in all customer segments. Support omnichannel acquisition strategies and conversion funnel optimization across digital and physical channels. Measurement & Continuous Improvement
Define KPIs and success metrics for customer journeys and experience enhancements (e.g., NPS, digital adoption, conversion, attrition). Use journey analytics, VOC (Voice of Customer), and operational data to surface opportunities for improvement and innovation. Lead test-and-learn programs to validate CX hypotheses and optimize omnichannel performance. Collaboration & Influence
Serve as a cross-functional integrator between Product, Technology, Marketing, Branch Strategy, Operations, and Customer Care. Advocate for investments that improve experience across both digital properties and frontline staff interactions. Facilitate journey review forums and champion enterprise-wide customer experience alignment. What You Bring
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Bachelor\'s Degree or equivalent work experience: Business, Experience Design, Marketing, or Digital Strategy or equivalent field. - Required. 5+ Years Related work experience in digital banking, customer experience, omnichannel strategy, or product leadership roles at enterprise scale. - Required. Proven ability to drive CX improvements and growth outcomes across multiple channels and platforms. Deep understanding of digital banking platforms, agile product delivery, and customer lifecycle design. Strong analytical and strategic thinking skills; experience working with journey analytics, customer feedback platforms, and CX dashboards. Exceptional collaboration and influence skills across matrixed organizations. Preferred Experience
Experience at a large bank, digital bank, or fintech with an omnichannel model. Hands-on experience leading CX initiatives that integrate in-app, web, branch, and contact center capabilities. Knowledge of banking-specific tools Exposure to enterprise-level personalization, journey automation, and real-time customer engagement technologies. Certifications
No Certifications listed for this job. What Else You Need To Know
The base pay range for this position is posted below and represents the annualized salary range. For hourly positions (non-exempt), the annual range is based on a 40-hour work week. The exact compensation may vary based on skills, experience, training, licensure and certifications and location. Base Pay Range Minimum: $69,375.00 USD Maximum: $117,500.00 USD Link To Santander Benefits Santander Benefits - 2025 Santander OnGoing/NH eGuide (foleon.com) EEO Statement
At Santander, we value and respect differences in our workforce. We actively encourage everyone to apply. Santander is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, genetics, disability, age, veteran status or any other characteristic protected by law. What To Do Next
If this sounds like a role you are interested in, then please apply. We are committed to providing an inclusive and accessible application process for all candidates. If you require any assistance or accommodation due to a disability or any other reason, please contact us at TAOps@santander.us to discuss your needs. Primary Location:
Boston, MA Other Locations:
Massachusetts-Boston, New York-New York, Florida-Coconut Grove Organization:
Santander Bank N.A. AN EQUAL OPPORTUNITY EMPLOYER M/F/Vet/Disabled/SO
#J-18808-Ljbffr