Sr. Associate, Digital Products, State Street, Boston, MA

Santander•Boston, MA

1d•$108,750 - $190,000

About The Position

It Starts Here: Santander is a global leader and innovator in the financial services industry and is evolving from a high-impact brand into a technology-driven organization. Our people are at the heart of this journey and 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. If you are interested in exploring the possibilities We Want to Talk to You! The Difference You Make: The Sr. Associate, Digital Products works collaboratively with product partners across the organization to understand how platforms need to evolve to enhance/support product offerings, optimize the customer engagement and to integrate capabilities. The incumbent recommends and implements strategies and tactics to improve operating expenses, reduce risk, and to increase sales. Clearly articulate the business value of new features and unite stakeholders behind a shared vision. Serves as a liaison to the technology team in order to translate requirements and user stories into work ready for development. Works with User Experience teams to understand customer needs and that they are reflected in the end product. Leverages research, focus groups and testing as needed. Implements and delivers within commitment, understanding the accountabilities of all parties and program timelines and deliverables. Keeps all POD deliverables on track for timeline and budget. Act as business representative within the POD, responsible for day to day decisions. Ensures the development team is developing in alignment with the stories created from the high level requirement. Responsible for defect management and prioritization of defects. Creates, prioritizes, grooms, and maintains product backlog. Ensures development stories have well defined acceptance criteria. Customer Centricity Deep customer-centric mindset, with a demonstrated ability to represent the voice of the customer throughout the product lifecycle. Experience synthesizing insights from multiple customer feedback channels, including: Customer complaints and app store reviews, Digital analytics and funnel data, User research, usability testing, and surveys, AND Call center, branch, and operations feedback - REQUIRED Ability to translate customer pain points and unmet needs into clear product opportunities, enhancements, and backlog items. Strong partnership with CX, Operations, Contact Centers, and Analytics teams to ensure customer insights are systematically incorporated into product decisions. Experience prioritizing improvements that balance customer experience, business outcomes, and risk/compliance considerations. Demonstrated success driving measurable improvements in customer satisfaction, adoption, and digital engagement. Product Delivery and Agile Execution Demonstrated experience working in Agile / Scrum environments, partnering closely with engineering, design, data, and platform teams. - REQUIRED Hands-on proficiency with JIRA for backlog management, sprint planning, dependency tracking, and delivery reporting. - REQUIRED Ability to translate complex business needs into clear, prioritized epics and user stories with a fully defined and partner approved acceptance criteria Strong documentation discipline using JIRA, Confluence and Figma to create and maintain: Product requirements and epics, Decision logs and Process flows and journey mapping. - REQUIRED Strong analytical mindset with experience defining and tracking KPIs, OKRs, and product success metrics. Ability to use data to inform prioritization, experimentation, and iterative improvement. Experience partnering with analytics teams to design experiments, A/B tests, and post-launch performance reviews.

Requirements

Customer complaints and app store reviews
Digital analytics and funnel data
User research, usability testing, and surveys
Call center, branch, and operations feedback - REQUIRED
Ability to translate customer pain points and unmet needs into clear product opportunities, enhancements, and backlog items.
Strong partnership with CX, Operations, Contact Centers, and Analytics teams to ensure customer insights are systematically incorporated into product decisions.
Experience prioritizing improvements that balance customer experience, business outcomes, and risk/compliance considerations.
Demonstrated success driving measurable improvements in customer satisfaction, adoption, and digital engagement.
Demonstrated experience working in Agile / Scrum environments, partnering closely with engineering, design, data, and platform teams. - REQUIRED
Hands-on proficiency with JIRA for backlog management, sprint planning, dependency tracking, and delivery reporting. - REQUIRED
Ability to translate complex business needs into clear, prioritized epics and user stories with a fully defined and partner approved acceptance criteria
Strong documentation discipline using JIRA, Confluence and Figma to create and maintain: Product requirements and epics, Decision logs and Process flows and journey mapping. - REQUIRED
Strong analytical mindset with experience defining and tracking KPIs, OKRs, and product success metrics.
Ability to use data to inform prioritization, experimentation, and iterative improvement.
Experience partnering with analytics teams to design experiments, A/B tests, and post-launch performance reviews.
Bachelor's Degree or equivalent work experience: Technology-related field. - Required.
9+ Years Experience with Agile project delivery methodology. - Required.
9+ Years Experience with Scrum methodologies. - Required.
9+ Years Experience with stakeholder management. - Required.
Passionate about developing a world class product, constantly striving to understand how we can improve.
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.
Proven track record in delivering complex projects.
Excellent communication skills.
Positive, solution focused approach.
Adaptable and receptive to change.
Able to work with geographically dispersed teams.

Nice To Haves

Established work history or equivalent demonstrated through a combination of work experience, training, military service, or education.
Experience in Microsoft Office products.

Responsibilities

The Sr. Associate, Digital Products works collaboratively with product partners across the organization to understand how platforms need to evolve to enhance/support product offerings, optimize the customer engagement and to integrate capabilities.
The incumbent recommends and implements strategies and tactics to improve operating expenses, reduce risk, and to increase sales.
Clearly articulate the business value of new features and unite stakeholders behind a shared vision.
Serves as a liaison to the technology team in order to translate requirements and user stories into work ready for development.
Works with User Experience teams to understand customer needs and that they are reflected in the end product.
Leverages research, focus groups and testing as needed.
Implements and delivers within commitment, understanding the accountabilities of all parties and program timelines and deliverables.
Keeps all POD deliverables on track for timeline and budget.
Act as business representative within the POD, responsible for day to day decisions.
Ensures the development team is developing in alignment with the stories created from the high level requirement.
Responsible for defect management and prioritization of defects.
Creates, prioritizes, grooms, and maintains product backlog.
Ensures development stories have well defined acceptance criteria.