Head of Customer Experience Strategy | S4 | Everyday Banking | Milton Keynes Milton Keynes, England
Job description
WHAT YOU WILL BE DOING
This role is offered on a hybrid basis, which can be discussed with the recruitment team during the hiring process.
Join our community.
Putting customers at the heart of the decisions we make and experiences we create is something we are passionate about at Santander UK. To help us create experiences which customers want to share and build stronger relationships we’re creating a new Centre of Excellence to understand, map, redesign and improve a portfolio of key customer journeys. This team will lead the creation of the Santander UK customer experience strategy, prioritise and sequence development across the customer experience, leading end-to-end transformation of strategically important journeys.
The difference you’ll make.
Play an integral role in building Santander’s understanding of customer journeys, developing a strategic framework for transformation and a prioritised path which when executed will sustainably and materially improve Santander UKs customer experience.
You will help look towards the future and drive a customer experience that will define the future of how customers see and engage with Santander in an ever-changing world.
You will lead and advocate an insight driven approach to customer experience transformation.
Lead a team conducting a detailed research exercise to baseline the as-is and target state customer experience.
Work collaboratively with all parts of the organisation to define common goals and a customer experience (design) strategy for Santander UK.
Support the establishment of a Customer Experience community and colleague advocacy plan, including alignment with OneEurope and Group.
What you’ll bring.
Highly analytical leader and competent at managing large qualities of data from various sources, strong level of competence in data and presentation tools and practices
Proven strategic thinker and executioner with an ability to present complex information in a simple and coherent form to help present back insight to the business and senior leadership
It would also be nice for you to have.
Understanding of the customer and knowledge of what motivates and drives customer behaviour to support customer centric decisioning making.
Strong problem solving and process improvement skills.
Strong stakeholder and collaboration skillset
What else you need to know.
Interviews will be conducted via MS Teams
We offer a Hybrid approach to working
This is a permanent role.
Everyday Inclusion
At Santander we’re creating a thriving workplace where all colleagues feel they belong and are supported to succeed. We all help to make Santander a workplace that celebrates diversity and attracts, retains and develops the most talented and committed people through living our values of Simple, Personal, and Fair.
How we’ll reward you.
As well as a competitive salary, you’ll enjoy a benefits package that you can tailor to your needs.
Eligible for a discretionary performance-related annual bonus
Pension with generous contributions of up to 12.5% from Santander, depending on your own contribution and length of employment with us.
30 days’ holiday plus bank holidays, which increases to 31 days after 5yrs service, with the option to purchase up to 5 contractual days per year
£6,000 car allowance per year
Company funded individual private medical insurance
Voluntary healthcare benefits at discounted rates such as private medical insurance for your family, dental insurance, healthcare cash plan and health assessments
Benefits supporting you and your family, such as death-in-service benefit, income protection, and voluntary life assurance and critical illness cover
Share in Santander’s success by investing in our share plans
What to do next.
If this sounds like a role you’re interested in, then please apply.
If there’s anything we can do in the recruitment process to help you achieve your best, get in touch. Whether it’s a copy of our application form in another format or additional assistance, we’re available through telephone, email, or face to face. You can contact us at [email protected] or call 0870 414 9080.
