Santander Bank, NA Customer Experience Relationship Manager Strategy & Programs - Chan/Ntwk/Internal in Boston, Massachusetts
Customer Experience Relationship Manager Strategy & Programs - Chan/Ntwk/Internal - 1801543
As a member of Santander’s retail banking division you’ll help serve Santander’s retail and small business customers as part of one of the top banks in the United States based on deposits. With principal presence in the northeast U.S., Santander’s retail division offers consumer and lending products to help our customers reach their financial goals. Santander currently serves nearly 2 million retail customers and 5.2% of the 2.7 million small businesses in the US footprint have a transactional account with Santander Bank.
The position directly influences the process and programs in place by the
Lines of Business (LOB) and guides Senior Leaders from a Customer
Experience perspective. Customer Experience (CE) Partners are expected to
support LOB with the CE perspective and challenge all concepts to confirm
alignment with the Customer Experience model. Take ownership and align
Business and Operations process and programs with the Retail Customer
Experience Strategy and create consistency across the Retail departments.
Collaborating within business groups to confirm proper communications to
the colleague and customer and to explain the project/program or strategy.
Operate as the primary contact for any identified customer issue and follow
through until customer resolution. Work with Senior leaders to present
customer experience strategy, program or view of the project. Act as a
project manager assisting other Customer Experience teams on their projects
and provide insight form a customer and colleague perspective. Collaborate
with the Director of Customer Experience Strategy by supporting Business
line and peer Partners to identify gaps and assist with design of new
programs. Deliver and support the execution Customer Experience Protocols
as defined. Partners with business line leadership team to clearly
communicate goals and expectations, strategy and measurement. Ensures
continuity between corporate and local Customer Experience policies and
procedures. Also partners with Corporate Service Quality Assurance team,
Program & Process Design, leadership, and regional partners to identify
critical Customer Experience issues with front line. Assists with project
management and ad hoc team projects. Represents Customer Experience in
supporting Simple, Personal, and Fair.
* PRIMARY DUTIES & RESPONSIBILITIES *
· Drive root cause analysis with line of business partners
·Continually looking to identify, design and develop Customer experience
·Advocate and escalate changes in business processes or policies that may
be negatively impacting the client experience.
·Ensure that the Retail expectations are being executed on business level
·Subject matter expert on customer experience trends, developing and
sharing best practices and tactics to improve service delivery of the
·Partners and collaborates with CE Director and peer CE partners to
develop and socialize Customer Experience vision, measurements and
Line leader and their leadership team. The CE partner will ensure
that all colleagues clearly understand.
·Support in development of programs, tactics and business line specific
action plans elevating Customer Experience standards in Retail
·Accountable for driving behavioral change and managing results of their
business line as measured via Target 100, other internal score cards and
industry evaluations (e.g. J.D. Powers).
·Responsible for ensuring that Santander Retail is delivering an
exceptional consistent Customer experience in the channel they support and
are appropriately educated on the Customer Experience Standards, Strategy
in partnership with the Business.
Education: F-Bachelors or Equivalent
Experience - Between 10 - 15 years
Root cause analysis and six sigma (preferred)
Technical Qualifications - Strong Business Analysis skills related to
customer experience methodologies, processes,
* SPECIALIZED KNOWLEDGE *
Subject matter expertise in methods and implementation of root cause analysis across a broad organization
Identify specific knowledge, skills, and abilities necessary for
satisfactory execution of the position's primary duties & responsibilities.
Strong influencing, management and leadership skills. Ability to influence
and drive change with individuals who do not report to them.
Strategic thinker who is detail-oriented with a strong tactical execution
Excellent relationship skills, highly collaborative, with ability to build
rapport and credibility quickly with all levels in the organization.
Strong Business Analysis skills related to customer experience
methodologies, processes, and systems.
Demonstrated ability to work effectively across business lines and all
levels of management.
Excellent oral and written communication skills and an ability to
effectively interact with a variety of individuals internally and
externally and at all levels
Demonstrated experience managing for improved performance across multiple
Demonstrated experience in working with regional sales leadership, staff
leadership, and partners to deliver superior customer experience results
Demonstrated knowledge of customer experience systems and best practices
Strong overall business acumen with an ability to understand the direction
and goals of the business and provide the client experience support
necessary for the line's achieving those goals.
At Santander, we value and respect differences in our workforce and strive to increase the diversity of our teams. We actively encourage everyone to apply .
Job : Customer Experience Oversight
Primary Location : Massachusetts-BOSTON
Schedule : Full-time
Job Posting : Mar 12, 2018, 1:15:39 PM
AN EQUAL OPPORTUNITY EMPLOYER M/F/Vet/Disabled/SO