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Santander US Sr. Associate, Digital Lending Products in Dorchester, Massachusetts

Sr. Associate, Digital Lending Products

Req ID: 2104799 Date posted 10/15/2021

The Senior Associate, Digital Products is responsible for the development and implementation of effective strategies and tactics to enhance the value proposition of our digital lending products and services. The focus of this role is on post account opening customer needs that promote the adoption of and engagement into digital self-service tools relating to digital payments, credit availability/utilization, retention/loyalty programs and other common account maintenance needs. S/he will be responsible for establishing and promoting a product vision, collaborating with partners that own other aspects of the customer relationship lifecycle, that will drive Santander to the forefront of the competitive landscape. This will require working with many business partners to establish and maintain a product roadmap and making data-driven decisions that ensure the best possible use of the available resources. S/he must be comfortable with responding to change, whether that is due to changes in consumer trends, taking advantage of tactical opportunities that present themselves and/or shifts in internal strategies. To excel in this role, s/he must have strong self-motivation, the wherewithal to overcome obstacles and a passion for not only improving the product, but also working collectively with peers to improve the discipline of Digital Product Management.

  • Develops subject matter expertise in all aspects of the functionality of assigned digital lending platforms.

  • Drives customer adoption and utilization of the platform and develop a market perspective to inform competitive analysis.

  • Identifies and assesses new opportunities that address known or anticipated customer needs.

  • Drives discovery and ideation processes with business partners that support product development activities such as market research, user experience, design/copywriting, and technical implementation.

  • Monitors customer behaviors relating to existing and new lending features deployed within the digital platforms.

  • Keeps apprised of changes in legislation and regulations including statutory requirements for corporate governance under the Federal Reserve Act, Office of the Comptroller of the Currency regulations, New York Stock Exchange listing standards and securities laws.

  • Manages the analysis of data from customer feedback and synthesize into actionable insights that drive measurable differences in customer engagement.

  • Reviews / improves digital channels (mobile banking and online banking), customer experience, and customer complaints to ensure any issues are discovered and resolved.

  • Actively contribute with peers within Digital Product Management team to learn and share best pract ices.

At Santander, we value and respect differences in our workforce and strive to increase the diversity of our teams. We encourage everyone to apply.

  • Bachelor's Degree; or equivalent work experience.

  • 9-12 years of experience with Agile project delivery methodology.

  • 9-12 years of experience with Scrum framework. Familiarity with SAFe framework and commonly used tools (Jira, Confluence) a plus.

  • 9-12 years of experience with stakeholder management.

  • Ability to empathize with our clients and the end users to develop a product they want to use

  • Ability to facilitate conversation between stakeholders with competing priorities.

  • Able to work with geographically dispersed teams.

  • Adaptable and receptive to change.

  • Excellent communication skills.

  • Passionate about developing a world class product, constantly striving to understand how we can improve.

  • Positive, solution focused approach.

  • Proven track record in delivering complex projects.

  • Anticipates the impact of change and creates an environment where change can be initiated with minimal disruptions and negative impact.

  • Helps people to understand how proposed changes will affect them and the organization.

  • Applies detailed knowledge of the organization’s products and services to own analysis and recommendations.

  • Brings out the best in each team member by consistently motivating and acknowledging peer contributions.

  • Understands and leverages team dynamics.

  • Ensures required resources and skills are in place to maintain smooth day-to-day operations and tackle arising problems.

  • Fully accountable for timeliness, completeness, quality of projects, processes, products and services.

  • Remains calm and focused on goals while facing pressures, obstacles or short-term setbacks.

  • Monitors adherence to policies, regulations, processes and procedures within function and actively undertakes corrective action where necessary.

  • Understands end to end processes across the organization and how processes are integrated.

  • Has a practical knowledge of regulations impacting area supported.

  • Stays up-to-date with needs, preferences, trends and practices which impact customers.

  • Acts as a role model by being a source of advice and knowledge regarding customer issues.

  • Takes responsibility for and deals effectively with complex and sensitive customer issues and complaints.

  • Anticipates customer needs and proactively makes recommendations.


Primary Location: Dorchester, Massachusetts, United States

Other Locations: Massachusetts-Dorchester

Organization: Santander Bank, N.A.

Santander is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, genetics, disability, age, veteran status or any other characteristic protected by law.

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