Senior Customer Experience Manager |S4| EDB| Milton Keynes Milton Keynes, England
Job description
WHAT YOU WILL BE DOING
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.
- Take the lead for several priority customer journeys that require improvement and end to end transformation
- Be responsible for designing the target end-state (customer and technical journeys)
- Working closely with all parts of the business ensuring building common goals which are achieved and effectively in alignment to our strategic objectives
- Champion the customer and design led thinking across all parts of the business
- Acting as a senior level contributor to the capability of the team, using professional knowledge within Customer Relationship Management, Behavioural Economics, Innovation Principles, Data Science, Digital Marketing or UX, and has a sound understanding of the wider business and sector
- Providing customer centric and technical advice, expertise and information to the business, carry out technical projects/assignments and ensures compliance with legal and regulatory requirements to support our competitive position and shareholder value
What you’ll bring.
- Track record of developing customer centric engagement, products and change programmes that achieve business objectives
- Sound knowledge within Customer Relationship Management, Behavioural Economics, Data Science, Digital products, Marketing and UX
It would also be nice for you to have.
- Ability to execute the Customer Strategy and support communication of the vision.
- Ability to tailor communication and leadership style to manage or influence colleagues
- Understands the digital climate and the opportunities this creates to ensure we remain relevant for our customers.
What else you need to know.
Interviews will be conducted via MS Teams
We offer a Hybrid approach to working in line with Santander’s guidelines.
There are 2 positions.
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.
