Customer Research Manager | S3 | Retail & Business Banking

TN United Kingdom; Milton Keynes; On-site; GBP 40,000 - 70,000

Job description

Customer Research Manager | S3 | Retail & Business Banking, Milton Keynes

Location: Milton Keynes, United Kingdom

Job Category: Other

EU work permit required: Yes

Job Reference: 3315e5a041af

Job Views: 75

Posted: 18.02.2025

Expiry Date: 04.04.2025

Job Description:

An exciting opportunity has arisen to join Santander as a Customer Research Manager within the wider Marketing and Customer Engagement team.

A key focus of the role will be leading development, delivery and ongoing maintenance of a range of Customer Experience research programmes managed through the Medallia platform. In addition, you’ll provide specialist research support to colleagues across the bank on a broad range of subjects using a mix of Qualitative & Quantitative methodologies.

The role is a fixed term contract.

The difference you’ll make:

1. Leading implementation of new Customer Research Surveys and Customer Experience programmes across a range of methodologies including the Medallia CX platform.
2. Managing third-party vendors/research agencies across Digital and Non-Digital channels.
3. Working closely with our Analytical teams to ensure activity is designed in the best way to identify customer journey improvements and opportunities.
4. Implementing policies, processes, guidelines and procedures within the scope of responsibility.
5. Ensuring compliance with regulatory and internal governance processes ensuring controls are fully documented and operated.

What you’ll bring:

1. Demonstrable customer research experience gained in either client-side or research agency role.
2. VoC platform experience via Medallia or other CX platform.

It would also be nice for you to have:

1. Financial services experience.
2. Qualitative moderating experience.
3. Evidence of managing budget lines.
4. Excellent stakeholder management and influencing skills.

What else you need to know:

We want our people to thrive at work and home, and we recognise that many people benefit from flexible arrangements. To enable us to deliver the best outcomes for our customers and to help each other develop we understand the importance of having the right balance of spending time together in an office while maintaining flexibility.

This role is based in Milton Keynes and our current expectation is at least days in an office every week.

If you’re interested in this role but with part-time hours or a job-share we would still love to hear from you and discuss these.

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:

1. Eligible for a discretionary performance-related annual bonus.
2. We put % of salary into your pension, even if you don’t contribute yourself.
3. Days’ holiday plus bank holidays, which increases to days after years service, with the option to purchase up to contractual days per year.
4. £ car allowance per year.
5. Company funded individual private medical insurance.
6. Voluntary healthcare benefits at discounted rates.
7. Protection for you and your family, with company-funded death-in-service benefit and income protection insurance.
8. Share in Santander’s success by saving or investing in our share plans.

What to do next: