Physicist – Customer Support
Quantum Machines
LinuxPython
Associate, Customer Experience – Omnichannel Growth
Santander
full-time
Posted on:
Location Type: Office
Location: Boston • Massachusetts • 🇺🇸 United States
Visit company websiteSalary
💰 $69,375 - $117,500 per year
Job Level
JuniorMid-Level
About the role
- Lead enterprise-scale initiatives to transform and optimize customer engagement with the bank across digital and physical channels.
- Define and execute a unified customer experience strategy bridging digital platforms and in-branch interactions.
- Map, evaluate, and improve end-to-end customer journeys using human-centered design and agile methodologies.
- Build and execute strategies to increase adoption of digital self-service while enhancing roles of branches and call centers.
- Define KPIs and success metrics for customer journeys and experience enhancements.
Requirements
- Bachelor's Degree or equivalent work experience in Business, Experience Design, Marketing, or Digital Strategy - 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.
Benefits
- Health insurance
- 401(k) matching
- Flexible working hours
- Paid time off
- Professional development opportunities
- Santander Benefits - 2025 Santander OnGoing/NH eGuide
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer experience strategyhuman-centered designagile methodologiesjourney analyticscustomer feedback platformsCX dashboardsdigital banking platformsomnichannel strategyproduct leadershipKPI definition
Soft skills
analytical skillsstrategic thinkingcollaborationinfluence skills
Certifications
Bachelor's Degree
