Head of Digital Channels

Head of Digital Channels - Openbank

Country: Spain

Join Openbank, the 100% digital bank of Grupo Santander, where innovation meets opportunity. With over 3 million customers across Spain, Germany, the Netherlands, and Portugal — and recent launches in Mexico and the United States — we’re redefining digital banking. From loans and mortgages to a fully automated investment platform, our products are transforming the industry.

At Openbank, we pride ourselves on simplicity, agility, and security — earning us the title of the most recommended Spanish bank among our customers. As we continue expanding internationally, there’s never been a more exciting time to join our team.

**Mission and Responsibilities**

The **Head of Digital Channels - Individuals**will lead the design and evolution of seamless, high-impact customer experiences across **all communication channels**— including digital (App, Web, Public Website) and **assisted channels**(e.g., contact centers, chat, messaging platforms). This role ensures a consistent, customer-first experience across every touchpoint.

You will work in close alignment with the **Santander Group Global Digital Channels Leadership**and report directly to the **Global Head of Openbank Retail**. The role involves adapting **Santander’s global product frameworks and solutions**to meet Openbank’s specific needs, ensuring local relevance while maintaining strategic consistency.

Key responsibilities include:

- Lead the digital and assisted channels roadmap for Individuals, ensuring alignment with global frameworks and local needs.
- Collaborate on the evolution of customer journeys across mobile, web, and assisted channels, focusing on onboarding, account management, security, and core banking services.
- Ensure frictionless, mobile-first onboarding experiences that meet regulatory requirements and adapt to diverse customer profiles.
- Drive adoption of digital channels while optimizing assisted channel integration to enhance service and reduce friction.
- Leverage data, customer feedback, and UX research to continuously improve journey performance and engagement.
- Partner with Technology, Risk, and Product teams to ensure platform scalability, security, and compliance.
- Monitor and improve KPIs across all channels, ensuring accessibility, legal compliance, and brand consistency.
- Establish and manage VOC frameworks (NPS, satisfaction surveys, UAT feedback, bug resolution) to drive continuous improvement.

**To Be Successful in This Role, You Must Have**:

- 10+ years of experience in digital banking, fintech, or digital product leadership.
- Proven track record of delivering impactful, scalable customer experiences across digital and assisted channels.
- Strong understanding of mobile-first design, onboarding flows, and customer lifecycle management.
- Experience leading cross-functional agile teams (UX, Product, Tech, Analytics).
- Data-driven mindset with a focus on customer-centric design and continuous optimization.
- Excellent communication and stakeholder management skills.
- Fluent in English and Spanish.

Openbank 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 here. _[ _URL _]_