Sr Associate, Customer Experience, Boston, MA

About the Role

Key Responsibilities

• 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.
• 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.
• 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.

Requirements

• Bachelor's Degree or equivalent work experience in Cognitive Science, Statistics, Psychology, Human Computer Interaction or equivalent fields.
• 9+ Years of progressive experience in a Customer Support/Customer Experience function with strong focus/exposure to both Digital and Branch based services.
• Proven expertise in Customer Journey Mapping, Service Blueprinting, and CX Visualization tools (e.g., Figma/FigJam).
• Experience supporting change initiatives, especially platform migrations or system upgrades.
• Demonstrated ability to work across matrixed organizations, with strong stakeholder management and influencing skills.
• Detail-oriented and self-organized, with the ability to manage multiple efforts simultaneously in a fast-paced environment.
• Strong collaboration skills and a positive, solutions-focused mindset.
• Excellent verbal and written communication skills, with the ability to translate complex ideas for both technical and non-technical audiences.
• Strong understanding of the banking industry, including products, services, policies, and compliance considerations.

Nice to Have

• Master's Degree in Cognitive Science, Statistics, Psychology, Human Computer Interaction or equivalent fields.
• 9+ Years of experience in the Financial Services Industry.

Qualifications

• No certifications listed for this job.

Benefits & Perks

• The base pay range for this position is $78,750.00 USD to $145,000.00 USD annually.
• Additional benefits can be found at Santander Benefits - 2025 Santander OnGoing/NH eGuide (foleon.com).