Director, Customer Insights
Boston, United States of AmericaSantander 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 actionable recommendations 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
What you'll bring to the team:
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 identifying business 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
Qualifications: 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.
Education:
Bachelor's Degree or equivalent work experience: Marketing, Community Relations, Communications, Business Administration or equivalent field. Req
Master's Degree Marketing, Community Relations, Communications, Business Administration or equivalent field. Pref
Work Experience:
9+ Years Marketing Req
9+ Years Pref
Skills and Abilities:
Ability to foster a positive and motivating work environment, encouraging feedback and innovation.
Strong analytical, prioritizing, interpersonal, problem-solving, and presentation skills.
Ability to develop and execute effective marketing campaigns.
Comfortable in a highly collaborative environment, with the ability to work within a team and in a matrixed environment.
Must have excellent professional presentation skills, and the ability to interact and engage all levels of management/leadership.
Ability to regularly evaluate workload and prioritize projects.
Exceptional written and verbal communication skills.
Strong leadership, initiative and planning skills.
Advanced knowledge of, and ability to use, all current graphic design programs and supporting creative programs.
Ability to create and execute strategic marketing plans and projects, and communicate these plans and projects at all levels.
Diversity & EEO Statements: At Santander, we value and respect differences in our workforce and strive to increase the diversity of our teams. We actively encourage everyone to apply.
Santander is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, genetics, disability, age, veteran status or any other characteristic protected by law.
Working Conditions: Frequent Minimal physical effort such as sitting, standing and walking. Occasional moving and lifting equipment and furniture is required to support onsite and offsite meeting setup and teardown. Physically capable of lifting up to fifty pounds, able to bend, kneel, climb ladders.
Employer Rights: This job description does not list all of the job duties of the job. You may be asked by your supervisors or managers to perform other duties. You may be evaluated in part based upon your performance of the tasks listed in this job description. The employer has the right to revise this job description at any time. This job description is not a contract for employment and either you or the employer may terminate at any time for any reason.
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
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