Customer Interactions Channel Integration Lead
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Yesterday
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1 Vacancy
Job Summary
IT STARTS HERE
This is more than a strategic shift. Its 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.
Retail & Commercial Banking is a global business integrating all our retail and commercial banking activities to better serve our customers improve efficiency and drive value creation.
THE DIFFERENCE YOU MAKE
Retail & Commercial Banking is looking for a Customer Interactions Channel Integration Lead based out of MADRID (Castellana Office)
Were 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:
A. Strategy Translation into Uses Cases
Translate global CI strategy and community insights into concrete actionable use cases.
Define business requirements and success criteria for each use case.
Ensure alignment between strategic priorities and market needs.
B. Channel Influence & Integration
Influence the evolution of customer interaction channels by embedding CI capabilities into their roadmaps.
Provide clear business requirements to channel platform and domain teams.
Ensure CI capabilities are consistently integrated into channel strategies.
C. Target Design & Operating Model Alignment
Ensure Customer Interactions is embedded in target channel design operating models and platform evolution.
Advocate for CI needs in design decisions ensuring scalability and consistency across markets.
D. Use Case Industrialization & Rollout
Drive the industrialization of global CI use cases ensuring readiness for deployment at scale.
Coordinate rollout into production across geographies ensuring consistency and quality.
Monitor implementation progress and address adoption barriers.
E. Pipeline Prioritization & Coordination
Own and prioritize the global CI use case pipeline.
Coordinate with domains and global coordination leads to ensure alignment and execution
Balance strategic impact feasibility and market needs in prioritization decisions
F. Cross Domain Representation & Governance
Represent the CI/Growth team in cross-domain governance and steering forums.
Contribute to discussions on platforms enablement and strategic initiatives.
Ensure CI priorities are reflected in enterprise-wide decisions.
KEY PERFORMANCE INDICATORS
Number and impact of CI use cases successfully industrialized and deployed.
Time-to-market for global use case rollout.
Adoption rate of CI capabilities across channels and markets.
Alignment of CI requirements within channel and platform roadmaps.
Effectiveness of pipeline prioritization (value delivered vs. planned).
WHAT YOULL BRING
Our people are our greatest strength. Every individual contributes unique perspectives that make us stronger as a team and as an organization. Were enabling teams to go beyond by valuing who they are and empowering what they bring.
The following requirements represent the knowledge skills and abilities essential for success in this role. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Professional Experience
10 years of experience in Customer Interactions Business Transformation or similar areas within financial services.
Experience translating strategy into execution (use cases requirements delivery).
Languages
Fluent in English and Spanish
Hard Skills
Strong understanding of channel ecosystems (assisted digital remote) and customer journeys.
Soft Skills
Strong stakeholder management and influencing skills in complex matrix organizations.
Ability to balance strategic thinking with execution focus.
WE VALUE YOUR IMPACT
Your contribution matters and its recognized. You can expect a fair competitive reward package that reflects the impact you create and the value you deliver. But we know rewards go beyond numbers.
Were enable our teams to go beyondthrough global opportunities and broad career paths.
Flexibility that works. Enjoy a hybrid working modelssome days remote some days onsite with your teamalong with flexible hours.
Learning for life. Access hundreds of courses on our platforms including exclusive access to our global learning space: Santander Open Academy ()
Competitive rewards. Receive a highly competitive salary with performance-based bonuses motivating you to keep growing with us.
Financial advantages. Benefit from preferential banking terms special interest rates on loans life insurance and more.
Your health is our priority. Through BeHealthy our global wellness programme we promote Holistic wellbeing.
We know family is everything. Thats why we offer childcare support and family-friendlyprogrammes tailored to each life stage.
Always by your side. Get access to Santander Contigo our program for employees and their families offering legal emotional and administrative advisory services.
Extra benefits. Gym/WellHub membership medical centers in some of our facilities meal subsidy parking shuttle service from various points in Madrid as well as exclusive discounts and offers for Santander employees. And thats only the beginningwell tell you more when you join!
Were here to keep you motivated help you reach your goals and celebrate your progress every step of the way.
LOCAL COMPLIANCE
Santander is proud of being an organization where there are equal opportunities regardless of age gender disability civil status race religion or sexual orientation. We are committed to providing an inclusive and accessible application process for all candidates.
WHAT TO DO NEXT
If this sounds like a role you are interested in then please apply.
READY TO TAKE THE NEXT STEP IN YOUR JOURNEY
Key Skills
About Company
Our purpose is to help people and businesses prosper. We strive to make all we do Simple, Personal and Fair.
