Head of Transformación Omnicanal

About the role

This confidential executive opportunity is for a senior leader to drive the omnichannel transformation of a major financial institution. The role will shape the strategy that unifies physical and digital customer touch‑points, ensuring a seamless, integrated service ecosystem.

Key responsibilities

• Design, propose and execute a convergence strategy for physical and digital channels.
• Supervise and optimise performance and technological innovation across the Contact Center, ATM network and self‑service platforms.
• Lead the adoption and maximisation of CRM platforms to hyper‑personalise the customer experience.
• Establish and monitor business KPIs, guaranteeing profitability and user satisfaction for every interaction.
• Orchestrate and unify all customer contact points to enable a flawless transition to an integrated omnichannel ecosystem.

Required profile

• Expertise in the convergence of technology, operations and customer service within the financial sector.
• 5‑7 years of experience leading omnichannel, customer‑experience or alternative‑channel functions in a financial institution.
• Technical and operational mastery of high‑volume Contact Centers and transactional networks (ATMs/kiosks).
• Proven track record in implementing and evolving CRM ecosystems and data‑analytics solutions.
• Result‑oriented business vision and demonstrated leadership of multidisciplinary teams.

Required skills

• Contact Center operations
• ATM/Kiosk network management
• CRM platforms
• Data analytics

What we offer

• Executive role with direct impact on P&L and digital transformation.
• Highly competitive executive compensation package.