Head of Digital Channels (Individual Customers)

Santander USA; Ciudad de México; Presencial; MXN 600,000 - 800,000; Jornada completa

Descripción de la vacante

A leading global bank in Mexico is seeking a Head of Digital Channels to oversee digital strategies for individual customers. This role requires deep experience in digital product development and cross-functional collaboration to enhance customer experiences through innovation and technology. The ideal candidate has over 12 years of relevant experience and holds a Bachelor's degree in Engineering. Competitive benefits and opportunities for growth provided.

Servicios

Global wellness programme

Parental leave

Childcare support

Formación

• 12 years of progressive leadership experience in digital channels and product development.
• Proven track record in delivering digital experiences for millions of customers.

Responsabilidades

• Lead strategy for Santander's digital channels.
• Ensure seamless customer experience across digital platforms.
• Monitor KPIs related to digital adoption and customer satisfaction.

Conocimientos

Digital product development

Analytical decision-making

Cross-functional collaboration

Stakeholder influence

Leadership

Educación

Bachelor’s degree in Engineering or related field

Master’s degree preferred

Descripción del empleo

Head of Digital Channels (Individual Customers) Country: Mexico

IT STARTS HERE

Santander ( www.santander.com ) is evolving from a global, high-impact brand into a technology-driven organization, and our people are at the heart of this journey. Together, we are driving a customer-centric transformation that values bold thinking, innovation, and the courage to challenge what’s possible.

This is more than a strategic shift. It’s a chance for driven professionals to grow, learn, and make a real difference.

Our mission is to contribute to help more people and businesses prosper. We embrace a strong risk culture and all our professionals at all levels are expected to take a proactive and responsible approach toward risk management.

THE DIFFERENCE YOU MAKE

Individual Customers is looking for a Head of Digital Channels based out of Corporativo Banco Santa Fe.

We’re shaping the way we work through innovation, cutting-edge technology, collaboration and the freedom to explore new ideas. To succeed in this role, you will be responsible for:

The 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.

WHAT YOU’LL BRING

Our people are our greatest strength. Every individual contributes unique perspectives that make us stronger as a team and as an organization. We’re enabling teams to go beyond by valuing who they are and empowering what they bring.

The following requirements represent the knowledge, skills, and abilities essential for success in this role. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Professional Experience

• 12 years of progressive leadership experience in digital channels, mobile/web product development, and large-scale platform delivery, including a proven track record building and operating digital experiences used by millions of customers, strong exposure to the Mexican financial ecosystem, and deep expertise in data-driven experimentation, agile execution, and cross-functional team leadership.

Education

• Bachelor’s degree in Engineering (Systems, Computer Science, Industrial, Telecommunications) or a related technical field; essential for leading technology-driven digital platforms with strong UX, security, and reliability requirements.
• Master’s degree preferred (MBA, Digital Transformation, Technology Management, or Data/Analytics) to complement technical foundations with strategic, business, and leadership capabilities in a global banking environment.

Languages

• Advanced English. Required.

Hard Skills

• Expertise in digital product development for large-scale platforms.
• Strong analytical and data-driven decision-making capabilities.
• Deep understanding of technology platforms, cybersecurity, and digital architecture.

Soft Skills

• Strategic and visionary leadership.
• Exceptional cross-functional collaboration and stakeholder influence.
• Strong people leadership and talent development mindset.

WE VALUE YOUR IMPACT

Your contribution matters, and it’s recognized. You can expect a fair, competitive reward package that reflects the impact you create and the value you deliver. But we know rewards go beyond numbers.

• We offer more than just a paycheck — our benefits are designed to support your life, your goals and your well-being, now and into the future.
• Your health is our priority. Through BeHealthy, our global wellness programme, we promote holistic wellbeing.
• We know family is everything. That’s why we offer parental leave, childcare support and family-friendly programmes tailored to each life stage.
• We’re enabling our teams to go beyond through global opportunities and broad career paths.
• We believe in the power of helping. You can dedicate part of your working hours to volunteering.

We’re here to keep you motivated, help you reach your goals, and celebrate your progress, every step of the way.

LOCAL COMPLIANCE

Santander is proud of being an organization where there are equal opportunities regardless of age, gender, disability, civil status, race, religion or sexual orientation. We are committed to providing an inclusive and accessible application process for all candidates.

WHAT TO DO NEXT

If this sounds like a role you are interested in, then please apply.

READY TO TAKE THE NEXT STEP IN YOUR JOURNEY?

Apply today to join our team and help shape the future of digital banking in Mexico.