Global Head of Experience Integration and Operations

Country:

At Santander Group, we are on a mission to design and deliver unified, customer-centric experiences that are scalable, efficient, and impactful. As part of our Digital Consumer Bank Global Business, we are aligning local execution with global strategy to deliver best-in-class experiences consistently across markets. We are looking for a Global Head of Experience Integration and Operations, a strategic and operational leader who will connect global and local teams, orchestrate shared initiatives, and ensure governance, scalability, and seamless execution across the Santander Group ecosystem.

Mission:

Enable seamless integration, governance, and operational excellence of design and experience globally, ensuring strategic ambitions are consistently translated into tangible global and local impact. This role orchestrates resources, priorities, and shared goals, building the foundations and communities that allow design to scale with both discipline and agility. By embedding clear governance, driving alignment, and nurturing global–local collaboration, ensuring Santander delivers experiences that are not only visionary at the global level but also relevant, consistent, and impactful for every customer in every market.

Key Responsibilities:

• Lead Operational Resource Management: Manage design resourcing and allocation.
• Tools & Software: Oversee and manage Global Design Tools allocation and maintenance.
• Design frameworks: Collaborate with Design teams to define key guidelines, foundations and the effective use of design tools, creating a shared practice and common standards that drive consistency and efficiency.
• Establish Governance Frameworks: Create governance structures that allow for agility and consistency — balancing global alignment and cross-country collaboration.
• Enable Scalability & Escalation: Design and manage scalable frameworks and escalation paths to address operational challenges and support sustainable growth, enabling sustainable delivery of world-class experiences. 
• Foster Communities of Practice: Cultivate cross-market collaboration and knowledge sharing through communities of practice that enhance capabilities and standards. Fostering maturity and depth of expertise globally.
• OKR Alignment & Measurement: Align and monitor shared OKRs, ensuring that global customer experience ambitions translate into measurable results in every market.
• Support coordination of Global & Local Projects: Facilitate the alignment, sharing, and co-execution of initiatives across geographies, ensuring consistency and impact.

What we are looking for:

• +10 years of experience in operations, program management, or experience strategy in large, global environments.
• Strong track record managing complex, multi-country initiatives or programs.
• Proven ability to balance governance with agility, creating structures that enable scale without stifling innovation.
• Expertise in resource management, operational scaling, and strategic portfolio management.
• Strong experience building communities of practice and scaling capabilities across multiple geographies.
• Exceptional organizational and communication skills, with a collaborative mindset.
• Proven ability to connect strategy to execution and drive measurable impact.
• Highly structured, disciplined, and impact-driven — but equally able to enable creativity and flexibility where needed.
• Fluency in English; additional languages are a plus.

What we offer:

• A dynamic, high-impact role shaping the future of design in digital banking.
• Competitive compensation and opportunities for career growth.
• International collaboration and exposure to cutting-edge financial innovation.

Would you like to grow with us? Join our team!

Santander 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.