Job summary
Job post source
This job is directly from Santander Bank, N.A.
Job overview
The Senior Associate, Customer Experience role at Santander Bank focuses on designing and delivering seamless omnichannel customer experiences to enhance engagement and operational efficiency.
Responsibilities and impact
The role involves developing customer journey maps, collaborating across business units to mitigate risks, driving change readiness during initiatives, leading cross-functional workstreams, and coordinating with global teams to deliver key CX projects on time.
Compensation and benefits
The base salary range is $78,750 to $145,000 annually, with benefits detailed in Santander's benefits guide, including health insurance and retirement plans.
Experience and skills
Candidates must have a Bachelor's degree or equivalent in relevant fields, 9+ years of customer experience with a focus on digital and branch services, expertise in journey mapping and CX tools like Figma, and strong stakeholder management skills; a Master's degree and financial services experience are preferred.
Career development
Santander offers continuous learning and development opportunities to support professional and personal growth within a global, collaborative environment.
Work environment and culture
Santander promotes a culture of engagement, inclusion, risk awareness, and collaboration with a commitment to employee success and diversity.
Company information
Santander Bank, N.A. is a global financial services leader focused on innovation and employee empowerment, supporting diverse career paths and fostering a collaborative work environment.
Job location and travel
The position is based in Boston, MA, with other locations including New York, NY, offering a professional office environment with some physical activity required.
Application process
Applicants should apply online and can request accommodations for disabilities by contacting the provided email; the process emphasizes inclusivity and accessibility.
Unique job features
This role is distinguished by its focus on large-scale CX transformation projects, use of advanced visualization tools, and involvement in enterprise-wide platform migrations and change management.
Company overview
Santander Bank, N.A. is a subsidiary of the Spanish Santander Group, offering a wide range of financial services including retail banking, mortgages, corporate banking, and wealth management. The bank generates revenue through interest on loans, fees for services, and investment products. Established in 1857, Santander has grown through strategic acquisitions and a focus on digital transformation, making it one of the leading banks in the northeastern United States. The company emphasizes customer-centric services and innovation in financial technology.
How to land this job
Position your resume to emphasize your expertise in customer journey mapping, service blueprinting, and CX visualization tools like Figma, as these are critical for the Senior Associate, Customer Experience role at Santander Bank, N.A.
Highlight your experience in managing cross-functional collaboration, change management during platform migrations or system upgrades, and your ability to deliver measurable customer experience outcomes aligned with strategic priorities.
Apply through multiple channels including Santander Bank’s official corporate careers site, LinkedIn, and other job boards where the position is posted to maximize your visibility and chances of consideration.
Connect with employees in Santander’s Customer Experience or Digital Transformation teams on LinkedIn; use ice breakers like referencing recent Santander customer experience initiatives, asking about their approach to omnichannel CX, or expressing genuine interest in how they manage large-scale CX projects.
Optimize your resume for ATS by incorporating keywords from the job description such as 'customer journey mapping,' 'service blueprinting,' 'change management,' 'Figma,' 'cross-functional collaboration,' and 'financial services industry' to ensure it passes initial automated screenings.
Leverage Jennie Johnson’s Power Apply feature to automate tailoring your resume, applying through multiple platforms, and identifying relevant LinkedIn contacts, allowing you to focus your time on preparing for interviews and networking effectively.
Jennie Johnson works for you!
Here’s what we do to make sure you’re successful:
Targeted Resume Revamp:
We expertly craft your resume to navigate Applicant Tracking Systems (ATS) and showcase your qualifications, making you stand out as a top-tier candidate.
Job Description Dissection:
Unpack the job posting with expert analysis, ensuring your application hits every key requirement.
Bespoke Cover Letter:
Capture the attention of hiring managers with a personalized cover letter that highlights how your skills align perfectly with the job's needs.
Interview Mastery:
Prepare for interviews like a pro with likely questions, strategic answers, and insightful questions for you to ask, setting you apart as an informed candidate.
Direct Application Insights:
Receive tailored advice on the best places to apply, ensuring your applications are seen by the right employers.
Skills and Gaps Assessment:
Identify and close critical skills gaps to position yourself as the best-fit candidate for your ideal job.
Personalized Email Pitch:
Make a memorable first impression with an email template crafted to engage potential employers and initiate meaningful conversations.
In-depth Research Guide:
Leverage comprehensive research tools to gather effective insights on companies, industry trends, and role-specific challenges.
Detailed Company Analysis:
Gain in-depth understanding of your prospective employer, giving you the edge in applications and interviews.
Strategic Candidate Overview:
Understand your unique value and why companies would want to interview you, highlighting your background and positioning.