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As a Lead User Researcher within Everyday Banking, you’ll contribute to the on-going digital transformation of Santander. Working as part of the UX & Design team you’ll help bring the voice of the customer to the decisions we make, by executing and managing user research and user testing. You’ll be responsible for researching and testing our Digital platforms which covers our website, online banking, mobile app, and application forms.
As a Lead, you will have great problem-solving skills and the ability to apply your critical thinking to our unique product propositions.
The difference you’ll make:
Helping us to deliver a customer first, experience led product to market that solves real world problems faced by our customers
Leading the discovery and quantification of business value to ensure it is delivered early and often whist considering user and customer needs
Switching between market analysis and discovery with continuous new feature development and user testing
Maintaining a relevant level of technical knowledge, understanding how to prioritise features within the customer journey
Supporting continuous improvement of research tools and methodologies in Everyday Banking and looking at how we can decentralise research
What you’ll bring:
Ability to set up, run and execute user testing selecting appropriate user testing methods
Ability to work closely with relevant teams to turn user data into actionable product/service requirements that feed into prototype development, and influence product direction
Ability to facilitate research interviews and customer workshops (both virtual and in-person)
Ability to present findings, recommendations, and customer insights to senior decision makers
Proficiency with use of research tools such as usertesting.com, maze, Qualtrics (any specific survey software)
Solid communication – with the ability to present technical information to a non-technical audience
It would also be nice for you to have:
Ability to create a culture of sharing around user research, including presenting, talking at community events and show and tells
Ability to manage and allocate user testing budget for the department
Ability to advocate and provide guidance on how to use customer insights and data to inform decisions
Ability to support and develop best practices, research methodologies and frameworks to drive efficiency across the organisation
What else you need to know:
This role is based in Milton Keynes.
We want our people to thrive at work and home, and also be able to deliver the best outcomes for our customers and to help each other develop. To support this, we offer site-based contracts with a hybrid working pattern and our expected level of attendance in an office is at least 12 days per month (pro-rata for part-time roles).
If you apply for this role in this location, it’s important you consider your travelling distance, time and cost from your home to the office location.
We’re happy to discuss specific working patterns and arrangement within this hybrid approach during the recruitment process.
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 competitive salary, you’ll enjoy a benefits package that you can tailor to your needs.
Eligible for a discretionary performance-related annual bonus.
We put 8% of salary into your pension, even if you don’t contribute yourself. We’ll pay in up to 12.5% of salary, if you contribute as well, and you can take some of our contribution in cash if you prefer.
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, and health assessments.
Protection for you and your family, with company-funded death-in-service benefit and income protection insurance, and the option to take advantage of discounted rates for additional life assurance and critical illness cover.
Share in Santander’s success by saving or investing in our share plans.
As a Santander UK employee, you are able to request staff versions of our products like our Edge Current Accounts and Credit Cards with no fees, as well as apply to many other deals and discounts in Santander products and services
Learn more about our benefits and family friendly policies
What to do next:
If this sounds like a role you’re interested in, then please apply.
If there’s anything we can do in the recruitment process to help you achieve your best, get in touch. Whether it’s a copy of our application form in another format or additional assistance, we’re available through email. You can contact us at [email protected].
Santander Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Santander and has not been reviewed or approved by Santander.
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Retirement Support — A dollar‑for‑dollar 401(k) match up to 6% of eligible pay and immediate vesting are highlighted as core strengths, supporting long‑term savings. This is reinforced by company‑paid disability and life/AD&D coverage that bolster financial security.
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Leave & Time Off Breadth — Paid time off typically ranges from 18–30 days in the U.S. with 11 paid holidays, plus dedicated volunteer and development time; the UK features a minimum of 25 days with buy/sell options. Some roles also use self‑managed PTO, offering additional flexibility depending on team norms.
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Parental & Family Support — U.S. parental benefits include 8 weeks paid for all parents and a total of 16 weeks paid for birth mothers, with flexibility for reduced hours around childbirth. Caregiver leave and dependent‑care programs add further family support.
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What We Do
Banco Santander (SAN SM, STD US, BNC LN) is a leading commercial bank, founded in 1857 and headquartered in Spain and one of the largest banks in the world by market capitalization. The group’s activities are consolidated into five global businesses: Retail & Commercial Banking, Digital Consumer Bank, Corporate & Investment Banking (CIB), Wealth Management & Insurance and Payments (PagoNxt and Cards). This operating model allows the bank to better leverage its unique combination of global scale and local leadership. Santander aims to be the best open financial services platform providing services to individuals, SMEs, corporates, financial institutions and governments. The bank’s purpose is to help people and businesses prosper in a simple, personal and fair way. Santander is building a more responsible bank and has made a number of commitments to support this objective, including raising €220 billion in green financing between 2019 and 2030. In the first quarter of 2024, Banco Santander had €1.3 trillion in total funds, 166 million customers, 8,400 branches and 211,000 employees.
