**Retail & Commercial Banking** is looking for a **Customer Interactions Channel Integration Lead** based out of **MADRID (Castellana Office)*** Translate integral 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.* 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.* 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.* 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).* +10 years of experience in Customer Interactions, Business Transformation, or similar areas within financial services.* Experience translating strategy into execution (use cases, requirements, delivery).* Strong stakeholder management and influencing skills in complex, matrix organizations.* Ability to balance strategic thinking with execution focus.We know **family is everything**. That’s why we offer childcare support and family-friendly programmes tailored to each life stage.**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!**
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📌 Customer Interactions Channel Integration Lead - Banco Santander SA (Madrid)
🏢 Talent
📍 Madrid