IT STARTS HERE
Santander (www.santander.com) is evolving from a global, high-impact brand into a technology-driven organization, and our people are at the heart of this journey. 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.
Our mission is to contribute to help more people and businesses prosper. We embrace a strong risk culture and all our professionals at all levels are expected to take a proactive and responsible approach toward risk management.
Open Digital Services is the software development company of Santander Group powering the next generation of banks by creating innovative banking products and implementing them in collaboration with Santander Group Affiliates. Santander Group is one of the world's largest financial institutions and the Eurozone's leader, we're committed to being the best Digital Bank with Branches in the industry.
Our mission at ODS is to design and support an advanced digital and omnichannel platform, ensuring the best customer experience using cutting-edge technology. Openbank, our flagship partner, is where we develop our most advanced concepts first. Be part of our Best-in-Class team and help us create unique value for our customers!
THE DIFFERENCE YOU MAKE
Open Digital Services is looking for an Functional Product Owner based out of Madrid.
Own the functional definition and evolution of global capabilities within the Assisted Channels platform, translating business, operational, and market needs into scalable and reusable product solutions. Partner with Product, Technology, Operations, Marketing, and local country teams to drive product alignment, prioritize requirements, and ensure the successful delivery and adoption of global capabilities while balancing strategic roadmap objectives with local business needs.
We’re shaping the way we work through innovation, cutting-edge technology, collaboration and the freedom to explore new ideas. To succeed in this role, you will be responsible for:
- Own and contribute to the functional vision and roadmap of the assigned Assisted Channels capabilities, ensuring alignment with the global product strategy.
- Collaborate with country programs to understand operational and business needs, identify reusable global capabilities and evaluate local requirements versus global product opportunities.
- Translate business and operational needs into functional definitions, user stories, servicing requirements, workflows, business rules and acceptance criteria for IT teams.
- Coordinate with technical teams and participate actively in backlog prioritization, release planning, functional validation and stakeholder management.
- Define and evolve operational use cases across branch servicing, enterprise customer management, omnichannel interactions, campaign workflows, onboarding, requests, complaints and customer view capabilities.
- Support functional alignment with other product areas such as Container, Customer View, Interaction Manager, Commercial Tools, Servicing, Security, Integrations, Data and Analytics.
- Support rollout and adoption activities during country deployments when required, ensuring that global capabilities are understood and correctly used.
- Maintain functional documentation updated in Confluence and Jira, ensuring traceability between demand, functional definition, backlog items and delivery status.
WHAT YOU’LL BRING
Our people are our greatest strength. Every individual contributes unique perspectives that make us stronger as a team and as an organization. We’re enabling teams to go beyond by valuing who they are and empowering what they bring.
The following requirements represent the knowledge, skills, and abilities essential for success in this role. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Branch banking operations: practical knowledge of branch servicing, front-office and teller/cashier processes, appointment and visit management, queue/shift management, device integration, customer identification/authentication and operational productivity. (required)
- Enterprise clients / SME / Corporate Banking: experience with business customer servicing, onboarding, multi-user company structures, documentation, relationship management, requests, complaints and customer profile / customer view needs. (required)
- Commercial campaigns management: experience with inbound and outbound campaigns across contact center, branches and remote teams; lead and opportunity management, Next Best Action / Next Best Conversation, campaign response tracking, commercial follow-up and conversion KPIs. (required)
- Contact center and remote channels: understanding of omnichannel operations, Genesys Cloud, MS Dynamics, voice, email, chat, WhatsApp, queues, skills, routing, wrap-up, agent workflows, service KPIs and customer interaction journeys. (required)
Education
- Bachelor’s degree in Computer Science, Information Technology, Engineering, or related field. (Required)
- Master's (Preferred)
Language
- English (Required)
Hard Skills
- Proven experience in Product Ownership, Functional Analysis, or digital banking and Assisted Channels solutions. (required)
- Strong understanding of customer journeys, servicing processes, and business needs across branch, remote, and commercial channels. (required)
- Experience translating business requirements into user stories, product backlogs, and functional specifications. (required)
- Solid experience working with business, operations, and technology teams in Agile environments. (required)
Soft Skills
- Stakeholder Management
- Cross-functional Collaboration
- Strategic Thinking
- Communication & Influencing Skills
- Analytical Problem Solving
- Customer-Centric Mindset
WE VALUE YOUR IMPACT
Your contribution matters, and it’s recognized. You can expect a fair, competitive reward package that reflects the impact you create and the value you deliver. But we know rewards go beyond numbers.
- We offer more than just a paycheck—our benefits are designed to support your life, your goals and your well-being, now and into the future.
- Your health is our priority. Through BeHealthy, our global wellness programme, we promote Holistic wellbeing
- We know family is everything. That’s why we offer parental leave, childcare support and family-friendly programmes tailored to each life stage.
- We’re enable our teams to go beyond through global opportunities and broad career paths.
- We believe in the power of helping. You can dedicate part of your working hours to volunteering.
- We’re here to keep you motivated, help you reach your goals, and celebrate your progress, every step of the way.
Open Digital Services is an equal opportunity employer. All applicants will be considered as equal without paying attention to gender identity, sexual orientation, ethnicity, religion, age, political orientation, union membership nor disability status.
We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify, and build.
The personal data you provide as well as any data generated during the selection process are confidential and will be processed by Open Digital Services, S.L. with registered office at Plaza de Santa Bárbara 2, 28004 (Madrid), Madrid, Spain for the sole purpose of managing your participation in the selection processes and, where appropriate, to formalise your recruitment.
For further information about your rights and data protection, please read the Open Digital Services Privacy Policy applicable to this type of data processing here
WHAT TO DO NEXT
If this sounds like a role you are interested in, then please apply.
READY TO TAKE THE NEXT STEP IN YOUR JOURNEY?