Head of Customer | SL | Banking & Digital Channels | Santander UK Milton Keynes | Internal Mobility

Head of Customer | SL | Banking & Digital Channels | Santander UK Milton Keynes | Internal Mobility

Country: United Kingdom

IT STARTS HERE

Santander (www.santander.com) is evolving from a global, high-impact brand into a technology-driven organisation, and our people are at the heart of this journey. Together, we are driving a customer-centric transformation that values bold thinking, innovation, and the courage to challenge what’s possible.

This is more than a strategic shift. It’s a chance for driven professionals to grow, learn, and make a real difference.

Our mission is to contribute to help more people and businesses prosper. We embrace a strong risk culture and all our professionals at all levels are expected to take a proactive and responsible approach toward risk management.

THE DIFFERENCE YOU MAKE

As Head of Customer, you will be accountable for Santander UK’s Retail customer strategy, customer growth and customer outcomes across Banking & Digital Channels. You will lead the customer agenda to grow active and new-to-bank customers, deepen primacy, engagement and relationships, improve retention and customer experience, and increase revenue per customer, margin per customer and customer lifetime value.

You will translate the Global Retail customer and segment strategy into a clear UK agenda and mobilise the bank around the customer, acting as the key customer advocate across Santander UK Retail. Bringing together customer insight, segmentation, propositions, customer growth and engagement, experience, NPS and end-to-end customer journeys, you will ensure customer needs and outcomes are at the heart of strategic and commercial decisions, working across Product, Digital, Distribution, Marketing, Data & AI and other enterprise capabilities to deliver the strategy.

We’re shaping the way we work through innovation, collaboration and the freedom to explore new ideas. Key deliverables in role will include:

• Develop and deliver Santander UK’s customer strategy and execution plan, translating the Global Retail customer and segment strategy into clear local priorities.

• Grow active and new-to-bank customers, customer primacy, engagement, relationship depth and retention, while increasing revenue per customer, margin per customer and customer lifetime value.

• Shape differentiated customer propositions across priority customer groups, informed by customer needs, insight, competitive dynamics and customer economics.

• Lead the customer experience and NPS agenda, improving advocacy, loyalty, sentiment and customer outcomes through insight-led action and end-to-end journey improvement.

• Lead the customer engagement and lifecycle strategy, using data, insight and experimentation to improve engagement, conversion, retention and relationship deepening.

• Build a strong customer knowledge and insight agenda, turning behavioural data, research, feedback, competitive intelligence and frontline insight into actionable intelligence and strategic decisions.

• Mobilise the bank around the customer, acting as the key customer advocate across Santander UK Retail and influencing senior stakeholders across organisational boundaries.

• Ensure customer outcomes, performance and governance are embedded in customer strategy, propositions, journeys and commercial decisions, meeting Consumer Duty, conduct, privacy, data and other applicable regulatory requirements.

WHAT YOU’LL BRING

Our people are our greatest strength. Every individual contributes unique perspectives that make us stronger as a team and as an organisation. We’re enabling teams to go beyond by valuing who they are and empowering what they bring.

The following requirements represent the knowledge, skills and experience essential for success in this role:

• Significant senior leadership experience, operating at a comparable level of seniority, with a track record of shaping customer or strategic agendas and delivering measurable outcomes. (Required)

• Significant experience in UK retail banking or financial services, with a strong understanding of customer needs, propositions, distribution, customer economics and the regulated environment.(Required)

• Extensive experience developing and delivering customer strategy, translating broader customer and segment strategy into clear priorities and execution plans. (Required)

• Proven experience growing customer relationships, including primacy, engagement and retention, with a clear understanding of customer economics and value.

• Strong experience shaping customer segmentation and differentiated propositions, using customer needs, insight, competitive dynamics and economics to create meaningful differentiation.

• A strong track record of improving customer experience, NPS and end-to-end journeys, delivering measurable improvements in advocacy, loyalty, sentiment and customer outcomes.

• Ability to turn customer data, research and insight into actionable intelligence that identifies opportunities and informs strategic decisions.

• Ability to bring the organisation together around the customer, influencing senior stakeholders across functions to deliver outcomes across organisational boundaries.

• Ability to lead through significant change and adapt to changing priorities, maintaining strategic clarity and delivery focus.

• Strong customer, commercial and regulatory judgement, balancing customer value and commercial outcomes while meeting Consumer Duty, conduct, privacy, data and other applicable regulatory requirements.

WE VALUE YOUR IMPACT

At Santander, your contribution matters. We recognise the difference you make every day, and we make sure you feel valued, supported and rewarded in return.

Here, recognition goes beyond pay. It’s about the pride you feel in your work, the impact you have on customers and communities, and the opportunities you have to grow and thrive personally and professionally.

• Competitive rewards that reflect the real impact you make and the value you bring.
• Wellbeing that goes beyond work. We work with a range of wellbeing partners across our 4 pillars of wellbeing (physical, mental, social and financial) to give you access to a suite of apps, discounted gym and fitness access, weekly online classes, flexible healthcare and mental health support.
• Support for every life stage from menopause and pregnancy to parenthood and beyond, with enhanced family leave, childcare options and tailored wellbeing support.
• Time to give back through volunteering opportunities that let you make a difference in the communities we serve.
• Global growth opportunities to shape your career, learn new skills and explore what’s possible across our international network.

READY TO BE RECOGNISED? IT STARTS WITH YOU.

At Santander, we’re proud to be an inclusive organisation that provides equal opportunities for everyone, regardless of age, gender, disability, civil status, race, religion or sexual orientation.

We’re committed to creating a recruitment experience that’s accessible, fair and welcoming for all candidates. We want our people to thrive, at work and at home, while delivering the best outcomes for our customers and supporting each other to grow.

To make this possible, our roles are site based with a hybrid working pattern, where colleagues are expected to attend the office at least 12 days per month (pro-rata for part time roles). When applying, please consider the travel distance, time and cost to your chosen office location(s).

We welcome applications on the understanding that, should you be offered this role, there may be no relocation package available. Santander will pay the employer mandatory government fees that are required to pay in connection with visa sponsorship. You may be liable for your own personal employee immigration and relocation costs.

IMPORTANT INFORMATION FOR INTERNAL APPLICANTS:

If you are currently employed by Santander UK plc on TSB Legacy terms or by TSB and choose to apply for this Santander vacancy, please be aware that, if successful, you will move onto full Santander terms and conditions of employment and will no longer be part of the TSB Legacy population with effect from the start date of your new role. 

WHAT TO DO NEXT

If this sounds like a role you are interested in, then please apply.

The job advert will close on Tuesday the 13th October at Midnight.

If you want to know more about the opportunity, please contact,

Christian Mathiesen, Talent Manager - Executive Hiring and Onboarding christian.mathiesen@santander.co.uk

The Santander Way

Santander is evolving from a global, high-impact brand into a technology-driven organization, and our people are at the heart of this journey. Together, we are driving a customer-centric transformation that values bold thinking, innovation, and the courage to challenge what’s possible.

This is more than a strategic shift. It’s a chance for driven professionals to grow, learn, and make a real difference.

Our mission is to contribute to help more people and businesses prosper. We embrace a strong risk culture and all our professionals at all levels are expected to take a proactive and responsible approach toward risk management.

Ready to make it happen?

It starts with you. It starts here.