Head of Digital Channels - Openbank

Overview Openbank Madrid, Community of Madrid, 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, we are redefining digital banking with products spanning from loans and mortgages to a fully automated investment platform. We value simplicity, agility, and security, and are expanding internationally. This is an exciting time to join our team.

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). The 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 to the Global Head of Openbank Retail, adapting Santander’s global product frameworks and solutions to Openbank’s needs while maintaining strategic consistency.

Responsibilities 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.

Qualifications 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 are considered regardless of gender identity, sexual orientation, ethnicity, religion, age, political orientation, union membership, or disability status. Decisions are based on experience and skills. We value passion to discover, invent, simplify and build.

The personal data you provide and 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 managing your participation in selection processes and, where appropriate, to formalise recruitment. For information about rights and data protection, please read the ODS / Openbank Privacy Policy applicable to this data processing.

Additional Details Seniority level

Executive

Employment type

Full-time

Job function

Business Development and Product Management

Referrals increase your chances of interviewing at Openbank. Madrid, Community of Madrid, Spain

#J-18808-Ljbffr