Head of Digital Channels

Head of Digital Channels (Individual Customers)Country: MexicoThe role leads the strategy, evolution, and operation of Santander’s digital channels for individual customers — including the web, mobile app, digital onboarding, and other digital touchpoints. Its purpose is to ensure an integrated, secure, and seamless customer experience aligned with the bank’s value proposition, driving engagement, sales, and service through digitalization and innovation. Key Responsibilities Define and execute the digital channel strategy aligned with global vision and local business priorities. Translate global digital initiatives into actionable plans for the Mexican market. Oversee the development and performance of digital platforms (app, web, onboarding), ensuring reliability, security, and excellent UX/UI. Foster agile, cross-functional collaboration across Business, Technology, Risk, Compliance, Marketing, Data, and CX. Promote innovation using data, analytics, and agile methodologies to enhance customer journeys and accelerate delivery. Monitor KPIs such as digital adoption, NPS, conversion, retention, and transactional behavior. Lead and develop high-performing multidisciplinary teams, ensuring alignment, accountability, and continuous learning. Represent Santander México in digital transformation forums and global working groups. Key Internal Relationships Collaborates closely with Retail Banking, Technology, Data & Analytics, CX, Marketing, Legal, and Global Digital teams to ensure strategic alignment, regulatory compliance, and customer-focused digital solutions: Head of Retail Customers: Align the digital channels strategy with the business objectives for individual clients. Ensure consistency between the value proposition, business plan, and digital experience. Customer Experience (CX): Design and optimize digital and omnichannel customer journeys centered on the client. Measure and enhance NPS and the experience at every digital touchpoint. Technology: Coordinate the technological evolution of digital channels, prioritizing developments and ensuring platform stability, cybersecurity, and scalability. Data & Analytics: Use advanced analytics to understand customers’ digital behavior, drive personalization, and measure adoption, conversion, and channel performance. Marketing & Communications: Align communication and positioning strategies for digital channels, ensuring consistency in messaging and campaigns that drive usage and digital engagement. Retail Products & Segments: Integrate financial products within digital channels, optimizing onboarding, cross-selling, and self-service journeys. Risk, Compliance & Legal: Ensure that digital initiatives comply with local and global regulations, guaranteeing customer security and trust. People & Culture: Develop digital capabilities, strengthen agile leadership, attract specialized talent, and promote a digital culture within the team. Global Digital Channels / Global Retail / Digital Banking Teams: Translate global strategy into local execution. Share best practices, represent Mexico in global forums, and ensure alignment with corporate priorities. Main Challenges Translate the bank’s global strategy into a clear and actionable local vision, ensuring that Mexico’s digitalization priorities are aligned with global guidelines while also addressing local customer needs and the regulatory context. Drive Mexico’s priorities for the evolution and development of digital channels in collaboration with global teams, fostering a cooperative approach with a focus on global reusability. Balance strategic vision with agile execution, managing long-term planning while continuously delivering improvements in product, experience, and service. Lead cross-functional collaboration with multiple areas (Business, Technology, CX, Marketing, Data, Risk, Legal, Human Resources), promoting a culture of generosity, trust, and shared goals in a highly interdependent environment. Ensure the stability, security, and reliability of digital platforms while driving innovation and continuous improvement of the customer experience. -Develop and retain high-potential digital talent, strengthening strategic, agile, and product management capabilities in a market with intense competition for digital professionals. Anticipate trends in the digital and regulatory ecosystem, identifying opportunities and risks arising from new technologies, business models, or regulatory changes. Manage the perception and experience of digital customers, ensuring consistency across channels, improving NPS, and making every interaction reinforce customer trust and preference toward Santander. Measure, communicate, and demonstrate the tangible business impact of digitalization (growth, efficiency, retention, profitability, and satisfaction). Decision-Making Scope Responsible for defining digital strategy, investment priorities, platform evolution, organizational structure, and strategic partnerships. Define the evolution and strategic focus of digital platforms (app, web, onboarding, and other touchpoints), ensuring they meet customer needs, create business value, and maintain the bank’s competitiveness. Approve strategic and high-impact digital initiatives, establishing criteria for prioritization, resource allocation, and delivery timelines. Decide on the structure and organization of the digital channels team, defining roles, required capabilities, agile work models, and talent development strategies. Select and manage strategic external partnerships (fintechs, technology providers, consultants, global partners) that help accelerate digital transformation and innovation across channels. Approve performance indicators and success metrics for digital channels (adoption, conversion, NPS, retention, transactionality, technical performance) and take corrective actions in case of deviations. Make decisions regarding digital risk management and regulatory compliance, in coordination with Risk, Compliance, and Legal areas, ensuring the security, stability, and reliability of the channels. Define strategies for communication, positioning, and engagement with digital customers, in collaboration with Marketing and Customer Experience, ensuring consistency and alignment with the Santander brand. Represent the bank in global and local forums, making decisions that influence the adaptation of Grupo Santander’s digital policies, standards, and practices to the Mexican market context. Proven experience Great background in App development, familiarity with Mexico market and strong background in data & experimentation. Proven track record in building experiences for millions of customers who use it every day. #J-18808-Ljbffr