Director, Customer Insights

Boston, United States of America

Customer Director, Customer Insights

Santander is a global bank with over 160 million customers and 167 years of experience, and we are on a unique mission to significantly grow our presence in the US. It all starts with the launch of our national digital bank in 2024. And as we go, we’re building on our core strengths as a company: our global brand, our proprietary technology, and our passionate existing customer base.

As the Director of Customer Insights, you will play a critical role in this mission by leading our entire organization in deeply understanding our customers: who they are, what their needs are, who we should serve, what drives their choices and so on. Our growth strategy in the US rests on our ability to offer customers a unique banking relationship that they can’t get anywhere else.

What you’ll do:

• Lead and coach a team in conducting all primary and secondary research that guides how Santander serves its consumer, small business and large enterprise customers in the US

• Spearhead our complete research strategy and roadmap including proactively identifying new learning opportunities based on business priorities, taking in requests and prioritizing

• Position the team as thought leaders who synthesize research into persuasive and actionablerecommendations for stakeholders in Marketing, Product, Customer Support and beyond

• Oversee all research types including brand and NPS tracking, UX and CX research as well as ad hoc initiatives. Set the standard for thoughtful analysis and reporting, including drawing connections across sources to distill a clear narrative around trends and opportunities

• Manage our research investment and technical implementation, ensuring optimal methodologies, standardization, and vendor selection

• Act as the key US liaison into our global insights initiatives across Santander

• Own our customer segmentation and personas as a collective device to infuse customer focus and empathy across the company

• Stay current with industry trends, emerging technologies and best practices in customer research

Qualifications

• 10+ years of experience conducting diverse types of qualitative and quantitative research

• 2+ years of experience in leading a team, shaping team culture and supporting team members’ career development

• Experience proactively identifyingbusiness opportunities and using research to hone business strategy

• Excellent communication skills, with an ability to connect the dots and tell a story based on data while also expertly tailoring communication to audiences across functions and levels

• Decisive problem-solving, with an ability to cut through complexity to get the most important work done

• Masters degree a plus

Primary Location: Boston, MA, Boston

Other Locations: Massachusetts-Boston,New York-New York

Organization: Santander Bank N.A.

The base pay range for this position is posted below and represents the annualized salary range. For hourly positions (non-exempt), the annual range is based on a 40-hour work week. The exact compensation may vary based on skills, experience, training, licensure and certifications and location.

Salary: $153,000 - $215,000/year

AN EQUAL OPPORTUNITY EMPLOYER M/F/Vet/Disabled/SO