Customer Insight Experience Manager

  • Job Reference: 00073264-1
  • Date Posted: 13 May 2022
  • Recruiter: CV-Library
  • Location: Milton Keynes, Buckinghamshire
  • Salary: On Application
  • Sector: Accounting, Banking & Financial Services, Insurance & Superannuation
  • Job Type: Permanent

Job Description

Customer Insight Experience Manager | S3 | Everyday Banking | Milton Keynes

Milton Keynes, United Kingdom

Join our community.

At Santander we're driven by our purpose - to help people and businesses prosper. We help our customers at the moments that matter most and champion businesses to help them to grow sustainably. That's why we're building a community to be a digital bank with a human touch and deliver an outstanding customer experience living our values of Simple, Personal and Fair.

We have an exciting opportunity to join the Digital Transformation team as a Manager within the Customer Experience Insight team. You'll lead as a strong contributor to the analytical resources/capability of the team, working closely with all parts of the business ensuring the department objectives are achieved efficiently and effectively in alignment to our strategic objectives.

You'll provide subject matter expertise and information to the business, using sound knowledge within Customer Experience, Customer Relationship Management, Customer Experience, Behavioural Economics, Data Science, Digital Marketing or UX.

The difference you will make.

Developing reports and key analytics on NPS to key stakeholders

Leading the analysis of data from a range of sources to guide decision making and solve complex problems

Delivering insights to identify customer journey improvements and opportunities

Influencing stakeholders through timely and relevant data led insight to drive customer-centric cultural change

Identifying, assessing, managing and reporting risk, taking action where appropriate in order to remediate or escalate potential risks

Understanding and responding to the needs of clients/customers, both internal and external

What you will bring.

Advanced knowledge and experience of BI Tools including PEGA, SAS, Micro Strategy and / or programming languages such as SQL, Spark, Python, Base SAS

Track record of developing high quality analysis that has resulted in customer centric decisions that achieve business objectives

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 decision making

Experience of supporting and facilitating cross-functional projects

Understanding of the overall Retail and Business Banking priorities and how this translates into a Customer Centric strategy

Exceptional problem solving skills

What else you need to know.

Given the recent impact of the Coronavirus outbreak we will be conducting all interviews via telephone or video-conference where possible.

The role will be office based with MK as its core location but we can be flexible for the right candidate, including on the core location.

How we'll reward you.

As well as a competitive salary, you'll enjoy a benefits package that you can tailor to your needs.

£500 annual cash allowance to spend on our great range of benefits.

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

#ThePlaceToBeYourself - Everyday Inclusion at Santander

We are committed to making sure all our colleagues feel they belong and are supported to succeed. Our customers come from a wide range of backgrounds, and so do our people, so we welcome applications from across society.

You can find out more about how we're embedding an inclusive culture that encourages our people to bring their full and authentic selves to work on our

A bit more about Santander

At Santander we're driven by our purpose - to help people and businesses prosper. This means we help customers to create change for themselves and those around them, and we champion businesses to grow sustainably. We do this by always living our values of Simple, Personal and Fair.

At Santander, we each take personal responsibility for managing risk by embracing the I AM Risk framework - to Identify, Assess, Manage and Report risks, and to continuously build a deeper understanding of the risks we face. It is an important part of our culture at Santander and we will provide you with knowledge to help you manage risks in your role.

What to do next:-

If this sounds like a role you're interested in, then please apply