Head of Human Interactions (Business Banking Spain)
Core
Define and execute assisted sales and relationship management strategy for Business Banking customers (SMEs and self-employed) in Spain, ensuring seamless integration of human and digital touchpoints to build trust and drive long-term customer value.
Role type
Senior leadership, strategy & operations
Builds
Human-led customer acquisition, development, and retention initiatives; scalable service and operating models for Business Banking
Domain
Banking (Business Banking) + Customer Experience
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Business Banking strategy, assisted sales, relationship management, customer lifecycle management, stakeholder management, team leadership, commercial acumen, service model design, digital-human journey integration
Preferred skills
Spanish SME and self-employed segment expertise, contact center/remote relationship management leadership, customer experience transformation, hybrid digital-human service models
Technologies
N/A
Responsibilities
Define and execute Business Banking assisted sales and relationship management strategy; Lead human-led customer acquisition, development and retention initiatives; Design and evolve customer engagement models; Coordinate digital and human customer journeys; Drive interaction quality and commercial effectiveness; Develop and scale future human-led channels; Lead, coach and develop customer-facing teams; Use customer feedback and performance data to improve service models
Seniority
Senior, hands-on IC
