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Customer Experience Executive S2 Edb Milton Keynes

4 months ago

Milton Keynes, United Kingdom Santander Full time

Customer Experience Executive | S2 | EDB | Milton Keynes

Country: United Kingdom

**WHAT YOU WILL BE DOING**

This role is offered on a hybrid basis, which can be discussed with the recruitment team during the hiring process.

**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.**
- Bring together a wide range of inputs (e.g. market/ competitor benchmarking, NPS feedback/insights, customer complaints, RBO needs/goals, colleague feedback) to identify the key customer journeys that require transformation
- Prioritise this roadmap of key customer journey initiatives based on expected impact on business outcomes
- Understand and map current ownership structures and improvement plans
- Define the customer experience guidelines of the bank.
- Work very closely with all parts of business to create and achieve common goals together.

**What you’ll bring.**
- Professional knowledge across Behavioural Economics, Digital experience, Customer Engagement, Data Science and UX
- A good understanding of CRM and campaign activity, particularly digital marketing

**It would also be nice for you to have.**
- Commercial awareness, of financial and Santander markets and initiatives.
- Analytical mind and an eye for detail
- Good interpersonal skills and ability to work as a team member.
- Experience of supporting and facilitating cross-functional projects

**What else you need to know**

Interviews will be conducted via MS Team

We offer a Hybrid approach to the working week in line with Santander’s direction

This is a permanent position.

**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 salary, we offer a wide range of benefits that you can choose from and tailor to your needs.
- A £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
- 27 days’ holiday plus bank holidays, which increases to 28 days after 5yrs service, with the option to purchase up to 5 contractual days per year
- Voluntary healthcare benefits at discounted rates. Including: Bupa medical insurance, 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
- 24/7 access to an online employee discount platform including retailers, entertainment, eating out, travel and more
- Share in Santander’s success by investing in our share plans.
- Support your favourite causes through charitable giving and our community partnerships

**What to do next.**

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