Customer Interactions Channel Integration LeadCountry: Spain

IT STARTS HERE

Santander (www.santander.com) is evolving from a global, high-impact brand into a technology-driven organization, and our people are at the heart of this journey. Together, we are driving a customer-centric transformation that values bold thinking, innovation, and the courage to challenge what's possible.

This is more than a strategic shift. It's 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)

We're 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 YOU'LL BRING

Our people are our greatest strength. Every individual contributes unique perspectives that make us stronger as a team and as an organization. We're 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 it's 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.

• We're enable our teams to go beyond through global opportunities and broad career paths.

• Flexibility that works. Enjoy a hybrid working models-some days remote, some days onsite with your team-along with flexible hours.

• Learning for life. Access hundreds of courses on our platforms, including exclusive access to our global learning space: Santander Open Academy (www.santanderopenacademy.com)

• 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. That's why we offer childcare support and family-friendly programmes 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 that's only the beginning-we'll tell you more when you join!

We're 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?