Multichannel Strategy Senior Manager

Please note this job advertisement is only available in Spanish. To view the job, select ‘Español - ES’ from the language selector in the page menu. Purpose of the role Define, design, and mobilise the bank’s multichannel strategy to ensure an optimal, future-fit distribution footprint—maintaining a relevant physical presence in the geographies and catchment areas where it creates the greatest customer and commercial value—while improving the efficiency, simplicity, and profitability of traditional channels (branches and contact centres) and accelerating adoption of digital and self-service channels (mobile app, web, ATMs, and deposit machines). This role leads cross-functional collaboration to shape and embed differentiated service models by segment and location, integrating end-to-end customer journeys across physical and digital touchpoints to strengthen relationships, increase satisfaction and engagement, and drive sustainable cost optimisation through customer digitalisation and transaction migration towards lower-cost channels—without compromising service quality, accessibility, or regulatory requirements. Main Activities Define and govern the end-to-end multichannel strategy: Develop and maintain the vision, principles and short/mid/long term roadmap aligned to growth, efficiency, customer experience (CX), risk and compliance, and establish the governance model, tracking cadence and initiative prioritisation criteria. Design and optimise the physical footprint (branches, ATMs, CDMs and retail partners): Co-define the optimal geographic coverage and format based on demand, business potential, segmentation, competition and accessibility, and co-drive openings, relocations, closures or transformations supported by business cases and customer transition plans. Define service models by segment and location : Co-design differentiated service models (advisory vs transactional, lite branches, hubs, remote service), and define roles across branch, contact centre and digital, including SLAs and customer-and-sales routing rules. Orchestrate cross-channel customer experience improvement : Design integrated journeys (onboarding, servicing, sales and after-sales) with seamless handovers across channels, simplifying processes and removing friction and operational rework. Drive channel efficiency and customer migration: Increase adoption of lower-cost digital and self-service channels while optimising assisted channels, set migration targets by transaction type, and ensure accessible alternatives for vulnerable or non-digital customers. Align stakeholders and ensure execution: Coordinate key teams across Business, Technology, Operations, Data, Marketing, Product, Risk/Compliance and Channels to deliver key initiatives, managing dependencies, risks and frontline adoption across branches and contact centres. Influence cross-functional execution and governance: Mobilise business, operations, technology and channel teams to…