Senior Customer Experience & Insights Manager – Banking Operations (ZINIA)

Overview

Senior Customer Experience & Insights Manager – Banking Operations (ZINIA) Country : Spain

Senior Customer Experience & Insights Manager – Banking Operations (ZINIA)

Zinia is the new checkout lending platform of the Santander Group. Zinia makes shopping simple, offering the possibility of splitting payments into interest-free installments in a fast and transparent way, powering merchants across Europe using technology from Openbank and Santander Consumer Finance.

This is an exciting opportunity to make your contribution over a growing market within the business areas of lending, cobranded credit cards and buy-now-pay-later with a solid expansion across different countries with global leading merchants.

Zinia leverages the technological resources and expertise of Openbank, the digital-native bank of the Santander Group, which is currently rolling out its international expansion plans. Through a simple and flexible banking model, Openbank offers customers the possibility to manage their finances on the website or app.

Mission and responsibilities

Mission and responsibilities :

Responsibilities

• Support the management of international operational partners, ensuring effective communication and follow-up on performance and deliverables.
• Analysis of customer feedback sources - including social media posts and customer service cases, to identify pain points, discover opportunities for improvement, react promptly, and enhance the card payment experience.
• Collaborate in the identification and implementation of new needs and requirements that enhance customer experience and optimize operational processes.
• Analyze data and identify key trends to propose actionable insights and improvements.
• Prioritize tasks based on urgency and relevance, applying sound judgment and critical thinking in fast-paced situations.
• Understand the workings of banking products and card systems, with a keen awareness of what truly matters to customers.
• Contribute to the clear and structured presentation of operational scenarios across teams and stakeholders.
• Cooperate effectively with cross-functional teams to ensure cohesive action focused on improving the customer journey.
• Data driven analysis and deep dive - Basic SQL skills.
• Continuous improvement & digital mindset.

To be successful in the role you must have

What do we offer?

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

Openbank / ODS 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.

Idiomas

Spanish and English fluent; German a plus.

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