Associate, Customer Experience & Omnichannel Growth, Boston, MA
Country: United States of America
Your Journey Starts Here: Santander is a global leader and innovator in the financial services industry. We believe that our employees are our greatest asset. Our focus is on fostering an enriching journey that empowers you to explore diverse career opportunities while nurturing your personal growth. We are committed to creating an environment where continuous learning and development are prioritized, enabling you to thrive both professionally and personally. Here, you will find ample opportunities to connect and collaborate with talented colleagues from around the world, sharing insights and driving innovation together. Join us at Santander, where you are supported by a culture of engagement and a commitment to your success.
An exciting journey awaits, if you are interested in exploring the possibilities
We Want to Talk to You! The Difference You Make: 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.
It Would Be Nice For You To Have: Established work history or equivalent demonstrated through a combination of work experience, training, military service, or education.
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) Risk Culture: We embrace a strong risk culture and all of our professionals at all levels are expected to take a proactive and responsible approach toward risk management.
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.
Working Conditions :
Frequent minimal physical effort such as sitting, standing and walking is required for this role. Depending on location, occasional moving and lifting light equipment and/or furniture may be required .
Employer Rights: This job description does not list all of the job duties of the job. You may be asked by your supervisors or managers to perform other duties. You may be evaluated in part based upon your performance of the tasks listed in this job description. The employer has the right to revise this job description at any time. This job description is not a contract for employment and either you or the employer may terminate your employment at any time for any reason.
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 to discuss your needs.
Primary Location: Boston, MA, Boston
Other Locations: Massachusetts-Boston,New York-New York,Florida-Coconut Grove
Organization: Santander Bank N.A.
