Customer Journey Manager | S3 | Customer Impact & Channel Experience | Multiple Locations | Internal Mobility
Santander · Milton Keynes ·
- Work mode
- Hybrid
- Employment
- Part time
- Category
- Management
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 & Business Banking Division focuses on the complete needs of our customers, aligned to our group structure and ambitions as a global business.
The division covers all products – Current Accounts, Savings, Cards, Unsecured Personal Loans, Mortgages, Insurance, Investments. It also includes customer interactions across branches, Work Cafés, contact centres, and wealth and digital channels.
It's also the home of our Financial Support and Vulnerable Customer teams, Santander brands Cater Allen and cahoot, as well as our Universities programme.
THE DIFFERENCE YOU MAKE
Customer Impact & Channel Experience is looking for a Customer Journey Manager based out of either Bradford, Milton Keynes or Glasgow.
This role is on a fixed term contract for 12 months.
In this role, you’ll use your passion for making our customers better happen when they’re facing financial difficulties.
Working together with teams across the bank, you’ll design and improve journeys for customers who are either starting to struggle financially or are already struggling. You’ll use an in-depth knowledge of different ways to engage customers, and apply a naturally curious mindset, to design and drive the implementation of engaging customer-centric journeys.
You’ll use people and analytical skills combined with various sources of information to understand the as is journeys from complaints and NPS data to direct customer insight. If you’re passionate about customer experience, you’re a driven leader and have excellent problem-solving skills, this role is a brilliant opportunity for development.
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:
Identifying key opportunities and issues requiring further investigation, using in depth knowledge of customer insight and experience
Journey design and user testing, to ensure journeys are designed and built with customers at the heart
Enhancing communication methods, both traditional and digital, to increase customer engagement and deliver an enhanced experience and outcome for Customers across Financial Support
Utilise stakeholder management to ensure that solid links are maintained across Financial Support and other key business areas.
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:
Good understanding of financial support and the proceses and journeys we have to support our customers (Required)
Ability to analyse data (Required)
Previous experience of stakeholder management (Required)
Hard Skills:
Excellent communication skills (Required)
Soft Skills:
Personal resilience with the tenacity and drive required to solve complex challenging problems (Required)
Naturally curious and seeks to learn and find new ways of doing things (Required)
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:
£49,274.00 - £73,912.00 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 locations.
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 Ali Haynes - [email protected]
#LI-DNI