Sr Associate, Customer Experience, Boston, MA

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:

We are looking for a strategic and execution-oriented Senior Associate Customer Experience Delivery to shape and deliver seamless omnichannel human-centered experiences. This role combines deep expertise in customer journey mapping service blueprinting and change management to lead the design and delivery of critical customer experiencesincluding but not limited to platform migrations and enterprise-wide transformation projects.

You will ensure end-to-end alignment between customer needs servicing and operational processes and digital capabilitieswhile managing cross-functional collaboration driving adoption and delivering measurable outcomes.

Customer Transformation

• Develop and maintain customer journey maps service blueprints and other visualization tools to identify pain points and eliminate friction across key experiences.
• Collaborate across business units to surface and mitigate customer experience risks throughout all channels and segments.
• Identify and leverage the data needed to inform decisions and shape journey-focused strategies.
• Apply CX frameworks to document issues and design best-in-class solutions based on qualitative/quantitative research competitive insights and market analysis.
• Synthesize customer feedback across multiple inputssurveys complaints NPS app reviews call center data and operational metrics.
• Create and manage detailed journey flows and service blueprints using tools like Figma.
• Translate customer insights into actionable recommendations for design process and technology improvements.

Organizational Collaboration

• Partner with internal and external stakeholders (product managers technology third-party vendors global strategy teams) in a complex delivery environment.
• Drive change readiness across the organizationincluding back office customer communications and frontline supportduring large-scale initiatives.
• Support business case development by incorporating customer journey data to drive prioritization of solutions that enhance engagement retention and operational efficiency.

Large-Scale Project Support

• Lead cross-functional workstreams to deliver key CX initiatives aligned with strategic priorities.
• Ensure initiatives are delivered on time and in alignment with risk compliance and technology stakeholders.
• Coordinate with global customer experience and strategy teams to maintain consistency and share best practices.
• Use project management and visualization tools to support communication planning and executive reporting.

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.

• Bachelors Degree or equivalent work experience: Cognitive Science Statistics Psychology Human Computer Interaction or equivalent fields. - Required.
• Masters Degree Cognitive Science Statistics Psychology Human Computer Interaction or equivalent fields. - Preferred.

• 9 Years Progressive experience in a Customer Support/ Customer Experience function with strong focus/exposure to both Digital and Branch based services. - Required.
• 9 Years Financial Services Industry experience. - Preferred.

• Proven expertise in Customer Journey Mapping Service Blueprinting and CX Visualization tools (e.g. Figma/FigJam). - Required
• Experience supporting change initiatives especially platform migrations or system upgrades.
• Demonstrated ability to work across matrixed organizations with strong stakeholder management and influencing skills.
• Detail-oriented and self-organized with the ability to manage multiple efforts simultaneously in a fast-paced environment.
• Strong collaboration skills and a positive solutions-focused mindset.
• Excellent verbal and written communication skills with the ability to translate complex ideas for both technical and non-technical audiences.
• Comfortable presenting to and engaging with senior and executive leadership.
• Strong understanding of the banking industry including products services policies and compliance considerations.

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.

Link to Santander Benefits:

Santander Benefits - 2025 Santander OnGoing/NH eGuide ()

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 standingand 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.