Sr Associate, Loyalty Programs, 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:
At Santander Bank we are committed to building rewarding long-term relationships with our customers. As the Sr Associate of Loyalty Programs you will lead the design implementation and optimization of high-impact loyalty solutions that deepen engagement and turn feedback into advocacy. This role blends strategic thinking customer insight and hands-on program leadership to bring loyalty to life in meaningful measurable ways.

You will play a central role in shaping how customers feel recognized valued and supportedespecially during pivotal moments in their financial journey.

What Youll Do:

Design & Launch Loyalty Programs

• Develop and scale loyalty initiatives such as refer-a-friend programs brand ambassadorships milestone rewards and digital concierge services.
• Own the loyalty roadmap aligning key initiatives with business goals and customer needs across checking savings lending and credit card products.

Proactive Recovery & Retention

• Create and scale programs that identify at-risk customers early and deliver personalized timely interventions that build trust and reduce churn.
• Leverage customer signals journey friction and feedback to turn recovery moments into relationship-deepening opportunities.

Customer-Centric Strategy

• Use voice-of-customer data NPS feedback and behavioral insights to understand the moments of truth in the customer journey and design loyalty solutions that are relevant and emotionally resonant.
• Embed empathy and personalization into loyalty touchpointsfrom onboarding to long-term engagement.

Test & Learn Culture

• Champion a test-and-learn framework leading pilot programs and A/B tests to evaluate program elements and inform scale decisions.

Cross-Functional Leadership

• Collaborate closely with Marketing Product Analytics Technology and Operations to integrate loyalty across all customer channels (digital mobile branch call center).
• Partner with the digital marketing team to develop campaign strategies that drive awareness enrollment and ongoing engagement in loyalty programs.
• Ensure a seamless customer experience and operational alignment across touchpoints and platforms.

Measurement & Optimization

• Define and track KPIs related to engagement satisfaction repeat behaviors and lifetime value.
• Build dashboards and reporting mechanisms to communicate performance insights and recommendations to leadership.

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 Loyalty CRM customer experience or customer engagement roles ideally within banking fintech or customer-centric industries. Required
• 9 Years Financial Services Industry experience. Preferred.

• Proven experience designing and scaling loyalty or retention programs that deliver measurable business outcomes.
• Strong fluency in customer data platforms (CDPs) CRM systems analytics tools and campaign testing methodologies.
• Exceptional cross-functional collaboration skills with the ability to influence and align stakeholders across functions.
• A bias toward innovation empathy and actionbalanced with sound judgment and customer care.
• Strong analytical mindset and comfort using both qualitative and quantitative insights to inform decisions
• Strategic thinker who thrives in a fast-paced matrixed organization

Success in This Role Looks Like:

• Increased enrollment engagement and satisfaction among loyalty program participants
• Effective early identification and retention of at-risk customers through proactive recovery efforts
• Scalable loyalty solutions tested and optimized through iterative pilots
• Cross-functional alignment that embeds loyalty into the end-to-end customer experience
• Measurable gains in customer lifetime value Net Promoter Score and retention

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.