Sr Associate, Customer Experience, Boston, MA

Sr Associate, Customer Experience, Boston, MA

Country: United States of America

Your Journey Starts Here:

Santander is a global leader and innovator in the financial services industry. We believe that our employees are our greatest asset. Our focus is on fostering an enriching journey that empowers you to explore diverse career opportunities while nurturing your personal growth. We are committed to creating an environment where continuous learning and development are prioritized, enabling you to thrive both professionally and personally. Here, you will find ample opportunities to connect and collaborate with talented colleagues from around the world, sharing insights and driving innovation together. Join us at Santander, where you are supported by a culture of engagement and a commitment to your success.

An exciting journey awaits, if you are interested in exploring the possibilities We Want to Talk to You!

The Difference You Make:

We are looking for a strategic and execution-oriented Senior Associate, Customer Experience Delivery to shape and deliver seamless, omnichannel human-centered experiences. This role combines deep expertise in customer journey mapping, service blueprinting, and change management to lead the design and delivery of critical customer experiences—including but not limited to platform migrations and enterprise-wide transformation projects.

You will ensure end-to-end alignment between customer needs, servicing and operational processes, and digital capabilities—while managing cross-functional collaboration, driving adoption, and delivering measurable outcomes.

Customer Transformation

• Develop and maintain customer journey maps, service blueprints, and other visualization tools to identify pain points and eliminate friction across key experiences.
• Collaborate across business units to surface and mitigate customer experience risks throughout all channels and segments.
• Identify and leverage the data needed to inform decisions and shape journey-focused strategies.
• Apply CX frameworks to document issues and design best-in-class solutions based on qualitative/quantitative research, competitive insights, and market analysis.
• Synthesize customer feedback across multiple inputs—surveys, complaints, NPS, app reviews, call center data, and operational metrics.
• Create and manage detailed journey flows and service blueprints using tools like Figma.
• Translate customer insights into actionable recommendations for design, process, and technology improvements.

Organizational Collaboration

• Partner with internal and external stakeholders (product managers, technology, third-party vendors, global strategy teams) in a complex delivery environment.
• Drive change readiness across the organization—including back office, customer communications, and frontline support—during large-scale initiatives.
• Support business case development by incorporating customer journey data to drive prioritization of solutions that enhance engagement, retention, and operational efficiency.

Large-Scale Project Support

• Lead cross-functional workstreams to deliver key CX initiatives aligned with strategic priorities.
• Ensure initiatives are delivered on time and in alignment with risk, compliance, and technology stakeholders.
• Coordinate with global customer experience and strategy teams to maintain consistency and share best practices.
• Use project management and visualization tools to support communication, planning, and executive reporting.

What You Bring:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Bachelor's Degree or equivalent work experience: Cognitive Science, Statistics, Psychology, Human Computer Interaction or equivalent fields. - Required.
• Master's Degree Cognitive Science, Statistics, Psychology, Human Computer Interaction or equivalent fields. - Preferred.

• 9+ Years Progressive experience in a Customer Support/ Customer Experience function with strong focus/exposure to both Digital and Branch based services. - Required.
• 9+ Years Financial Services Industry experience. - Preferred.

• Proven expertise in Customer Journey Mapping, Service Blueprinting, and CX Visualization tools (e.g., Figma/FigJa