Strategic Customer Communications Manager | S4 | 12-month FTC

Interested in part-time, job-share and flexible working? We want to talk to you!

Join our community.

Putting customers at the heart of the decisions we make and the experiences we create is something we are passionate about at Santander UK. As part of Customer Engagement and Channel Performance team, you’ll be instrumental in shaping how we speak to and connect with millions of our customers every day. You’ll help bring our purpose to life through meaningful, personalised and well-timed customer communications.

The difference you’ll make.

• Driving the strategic focus in Customer Communications Management
• Building on Internal Audit findings to define & deliver both strategic and tactical execution plans and bringing CCM (Customer Communications Management) to a best-in-class status
• Providing thought leadership on customer-centric and digitised design that reflects our brand values and strategic priorities, with considerable influence on the CCM direction and team of circa 20 colleagues
• Supporting the wider engagement strategy and strengthen the controls of bank-wide communications, through cross-functional collaboration with digital, data and product teams

What you’ll bring.

These are the essential requirements you need to be successful in this role: 

• Proven breadth of experience in Strategic Communications Planning and Delivery in Financial Services, driving demonstrable benefits to the bank
• Experience in designing and delivering scale customer engagement programmes
• Leading and implementing new contact strategies to engage customers, increase satisfaction (NPS) and drive commercials
• Leading customer engagement programmes that drive new quality acquisition and drives growth
• Experience in Tone/Look and Feel and behavioural Science ensuring communications are optimised

It would also be nice for you to have.

• Customer Centric and proposition design experience
• Delivered scaled Customer Communications programmes
• Proven track record in defining and delivering strategic change through customer engagement  
• Strategic thinker with proven Customer Experience capability to simplify and build better digital experiences

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. 
 

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.

As well as a competitive salary, you’ll enjoy a benefits package that you can tailor to your needs. For part-time / contract roles, your salary, bonus (where eligible) and certain benefits will be prorated to reflect your working hours / contract duration.

• 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 telephone, email, or face to face. You can contact us at [email protected] or call 0870 414 9080.