**Reference:** 37101 **Location:** Spain \> Barcelona \> Sabadell **Organizational Levels:** 00819617 \- Corporate Banking and Network \> 00816863 \- Organization and Commercial Productivity \> 00817628 \- Service Management Servicing \> 00817628 \- Service Management Servicing \> 00817628 \- Service Management Servicing **Possibility of multi-location:** Yes (1\) **Remember to update your professional profile before submitting your application** **What are we looking for?** -------------------------- We are seeking a Manager for Service Diagnosis and Digitalization to drive the evolution of the Bank's Customer Service processes (segments for Self-Employed, Business, Corporate, and Private Banking) towards a more digital, efficient model with reduced dependence on physical branches. This will be achieved through the identification and implementation of technological solutions that improve customer experience (CX/UX) and optimize operational efficiency. **Let's talk about the project...** ---------------------------- Your main responsibilities will be: * Analyze and map current services by channel, and monitor usage levels. * Identify opportunities for digitalization of services not yet available on digital channels. * Promote the use of digital channels among customers. * Identify improvements in customer service processes, whether in branch, digital, or telephone channels. * Estimate impacts of initiatives, track progress, and evaluate results. * Coordinate with various departments (segment, operations, remote support, etc.) to define and deploy initiatives. * Participate in defining requirements, planning, execution, and implementation of solutions. **What do we value in your application?** ------------------------------------- * Residency in Madrid or Sant Cugat. * Degree in Business Administration, Engineering, or similar. * Mandatory experience of more than 5 years in financial institutions or similar. * Experience in digital transformation projects. * Experience in project management, process improvement, or digitalization initiatives, especially customer-oriented. * Experience working with business, operations, and technology, collaborating with transformation teams, remote service, operations, IT, as well as commercial segments and networks to ensure digital initiatives are successfully designed and implemented, delivering value to both customers and the bank. * Advanced Excel skills. If you are looking for a new challenge within the bank, with cross-functional impact and high visibility, we would love to meet you! You will join a dynamic and growing team driving key initiatives to modernize the customer service model. **Additional Information** ------------------------- *Banco Sabadell is committed to promoting work environments where people are treated with respect and dignity, fostering professional development of its staff and guaranteeing equal opportunities in recruitment, training, and promotion, providing a work environment free from any discrimination based on gender, age, sexual orientation, religion, ethnicity, or any other personal or social circumstance.* *Banco Sabadell is part of the network of companies awarded the "Equality in the Company" distinction granted by the Ministry of Equality.* Note: This vacancy is an internal opportunity exclusively aimed at employees under the Banking Agreement; therefore, only applications from this group will be accepted. (1\) Multi-location: refers to the job location and includes the possibility of working from any office or corporate center regardless of the physical location associated with your position, while adhering to teleworking guidelines. **Remember to update your professional profile before submitting your application** Contact the Office for Support and Listening (OAE) for any inquiries.