Senior Customer Experience & Insights Manager – Banking Operations (ZINIA)

Santander

  • Madrid
  • Permanente
  • Tiempo completo
  • Hace 1 mes
Senior Customer Experience & Insights Manager – Banking Operations (ZINIA)Country: SpainSenior Customer Experience & Insights Manager – Banking Operations (ZINIA)Zinia is the new checkout lending platform of the Santander Group. Zinia makes shopping simple, offering the possibility of splitting payments into interest-free installments in a fast and transparent way, powering merchants across Europe using technology from Openbank and Santander Consumer Finance.This is an exciting opportunity to make your contribution over a growing market within the business areas of lending, cobranded credit cards and buy-now-pay-later with a solid expansion across different countries with global leading merchants.Zinia leverages the technological resources and expertise of Openbank, the digital-native bank of the Santander Group, which is currently rolling out its international expansion plans. Through a simple and flexible banking model, Openbank offers customers the possibility to manage their finances on the website or app.Mission and responsibilities:We are seeking a customer-oriented and analytically driven professional to join our project with an international operational partner. The successful candidate will contribute to the coordination of strategic initiatives focused on improving customer experience and operational performance, particularly in relation to consumer finance and card services.The main tasks of this role will be the following:
  • Support the management of international operational partners, ensuring effective communication and follow-up on performance and deliverables.
  • Analysis of customer feedback sources - including social media posts and customer service cases, to identify pain points, discover opportunities for improvement, react promptly, and enhance the card payment experience.
  • Collaborate in the identification and implementation of new needs and requirements that enhance customer experience and optimize operational processes.
  • Analyze data and identify key trends to propose actionable insights and improvements.
  • Prioritize tasks based on urgency and relevance, applying sound judgment and critical thinking in fast-paced situations.
  • Understand the workings of banking products and card systems, with a keen awareness of what truly matters to customers.
  • Contribute to the clear and structured presentation of operational scenarios across teams and stakeholders.
  • Cooperate effectively with cross-functional teams to ensure cohesive action focused on improving the customer journey.
  • Data driven analysis and deep dive - Basic SQL skills.
  • Continuous improvement & digital mindset.
To be successful in the role you must have:
  • +10 years of experience in a similar role.
  • Previous experience in operational coordination or partner management within complex IT implementation projects, ideally in the financial services consumer finance or banking sector.
  • Sound understanding of banking and card products, and how they impact customer satisfaction.
  • Strong analytical and critical thinking skills with a customer-centric mindset.
  • Excellent communication and organizational abilities.
  • Team-oriented approach, with adaptability and a willingness to contribute to collective goals.
  • Be comfortable using SQL and CRM or customer feedback tools.
  • Fluent Spanish and English is a must. German will be a plus!
What do we offer?- Joining a dynamic and agile company undergoing international expansion.- Working in start-up mode with the support of the Santander Group.- Competitive remuneration and attractive benefits package.- Possibility of growth within the company and the Group.- Collaborating on international projects in different countries.- Excellent work environment, social clubs and frequent events.Would you like to grow with us? Join our team!Openbank / ODS is an equal opportunity employer. All applicants will be considered as equal without paying attention to gender identity, sexual orientation, ethnicity, religion, age, political orientation, union membership nor disability status.We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify, and build.The personal data you provide as well as any data generated during the selection process are confidential and will be processed by Open Bank, S.A./ Open Digital Services, S.L. with registered office at Plaza de Santa Bárbara 2, 28004 (Madrid), for the sole purpose of managing your participation in the selection processes and, where appropriate, to formalise your recruitment.For further information about your rights and data protection, please read the ODS/Openbank Privacy Policy applicable to this type of data processing .

Santander