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.


· Drive root cause analysis with line of business partners

·Continually looking to identify, design and develop Customer experience

improvement initiatives.

·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

entire franchise.

·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,

and systems


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

skill set.

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