Brand and Customer Strategy Manager | S3 | CMRB | Milton Keynes | Internal Mobility.

Brand and Customer Strategy Manager | S3 | CMRB | Milton Keynes | Internal Mobility.Country: United Kingdom

IT STARTS HERE

Santander () 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.

Retail & Commercial Banking is a global business integrating all our retail and commercial banking activities to better serve our customers, improve efficiency and drive value creation.

THE DIFFERENCE YOU MAKE

SANTANDER is looking for a BRAND AND CUSTOMER STRATEGY MANAGER based out of MILTON KEYNES.

The Brand and Marketing Strategy team was created 7 years ago to drive strategic brand and marketing thinking into the business. Since then the team has successfully a more customer-led view of our commercial target base culminating in it being a key part of delivering the CEO’s engagement programme last year. That vision is articulated through the personas of Mo, Sean, Beth, Jana, Marco and Zara across Retail, Business and Corporate Banking. We feel a sense of Mission Accomplished – time for the next challenge.

The team has therefore been reconstructed to give real focus to customer strategy. As such the team will translate the corporate strategy of the bank and you will support the projects of the 2 Senior Managers, as well as your own programmes as part of an integrated programme of customer and design-led strategies, to leverage our insights in customer motivation and consumer behaviour to develop and support the development of compelling propositions that unify our products, experiences, journeys and communications.

We’re shaping the way we work through innovation, cutting-edge technology, collaboration and the freedom to explore new ideas. To succeed in this role, you will be responsible for:

• Defines Santander UK's Brand & Customer Strategy, ensuring alignment with business strategy, customer insight and commercial objectives.

• Lead work to integrate customer insight into strategic decision making across propositions, customer journeys and communications.

• Champions customer-centric thinking across Product, Marketing, Customer Experience and Communications.

• Establishes Design Excellence principles that ensure the Santander brand is experienced consistently across digital and physical customer journeys.

• Promotes the application of behavioural science to improve customer experience, engagement and decision making.

• Partners with Strategic Communications Planning, Commercial Performance and Customer Experience teams to ensure activity aligns to strategic priorities.

• Represents Brand & Customer Strategy within cross-functional transformation programmes and executive forums..

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 abilities essential for success in this role. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Professional Experience

• Demonstrable experience in Brand Strategy, Marketing Strategy or Customer Strategy.

• Experience translating customer insight into strategic recommendations.

• Strong understanding of brand positioning, customer behaviour and market dynamics.

• Experience working across cross-functional teams within complex organisations.

• Proven ability to influence senior stakeholders through strategic thinking and evidence.

• Experience developing strategic frameworks and recommendations that deliver measurable customer and commercial outcomes

Technical skills

• Strong understanding of Brand Strategy and Brand Positioning. (Required)

• Knowledge of Customer Experience and Customer Insight. (Required)

• Understanding of market research and strategic planning methodologies.

• Familiarity with behavioural science principles and their application to customer experience.

• Understanding of Brand Governance and performance measurement.

• Knowledge of financial services and regulatory environment is desirable

Capabilities

• Strategic thinker with the ability to translate insight into compelling strategic recommendations. (Required)

• Strong commercial awareness and customer focus. (Required)

• Excellent communication, storytelling and presentation skills. (Required)

• Curious, innovative and evidence-led.

• Confident influencing stakeholders through insight and strategic thinking.

• Strong collaboration skills across multidisciplinary teams.

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.

Salary Range:
£46,000.00 - £69,000.00 per annum (depending on experience)

This salary range represents the expected remuneration for the role. Annual salary is based on a standard 35-hour working week. Actual salary offered will depend on skills, experience, qualifications and location.

• 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.

LOCAL COMPLIANCE

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

WHAT TO DO NEXT

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

For further Guidance please visit Internal Mobility - Candidate Guidance.

If you want to know more about the opportunity:

Please contact Name – [email protected]