The bank’s Help & Support section [more about it here] has recently evolved into a fully integrated Help Center — a strategic hub serving all digital touchpoints for the Retail segment.
Optimizing the new Help Center (2026)
I am currently responsible for the content strategy of this hub, ensuring consistency and a seamless user experience across the entire digital ecosystem:
- The bank’s public website
- The Santander App
- NetBanco (Santander’s homebanking platform).
Role and Impact
Tasked with ensuring the viability and scalability of this hub, my current responsibilities include:
- Mapping & diagnostics: conducting a “state-of-the-art” audit to identify friction points and opportunities for journey optimization
- Project management & stakeholder engagement: developing the roadmap, defining the timeline, identifying deliverables and clarifying roles and responsibilities, ensuring alignment between business requirements and technical implementation
- Content strategy & UX Research: benchmarking, desk research, and developing the hub’s new information architecture, as well as conducting user testing to validate concepts
- UX Writing: defining best practices for new FAQs and support materials, and editing existing content to ensure clarity and voice consistency
- Governance & future maintenance: creating and handing off templates, style guides and technical documentation to editing and development teams, ensuring the project remains scalable and sustainable through future iterations.
