Head of Customer Segment/Proposition | S5 | Permanent | Product & Propositions | Milton Keynes

Join our community :

At Santander, customers are at the core of everything we do. As Head of Customer Proposition, you'll play a pivotal role in leading the development and implementation of customer propositions that resonate with our key target segments. You will be a driving force behind enhancing customer experience and delivering commercial value, always aligning with our strategy and priorities. Join us to shape the future and amplify the voice of our customers.

The difference you’ll make :

By defining and delivering strategic visions for diverse customer segments—ranging from the mass market to SMEs, and high net worth clients—you'll lead efforts to shape our long-term roadmap for proposition development. You'll present strategic recommendations to our Executive Committee and ensure our propositions are delivered in a compliant and customer-focused manner, meeting all regulatory standards. Through cross-functional collaboration, not limited to, but including those across Global Domains, Product, Marketing, Digital & Assisted Channels Operations, Risk, and Finance, you'll seamlessly embed propositions across the bank and drive commercial outcomes such as segment growth and cost efficiencies.

What you’ll bring:

• Demonstrated expertise in strategic thinking and execution within financial services.

• Proven leadership experience in customer segmentation, insights, and proposition development.

• Excellent analytical skills with a commercial mindset delivering measurable business impact.

• A proven ability to manage complex stakeholder landscapes and influence at senior levels.

• Strategic capability in delivering engaging customer experiences and simplifying digital platforms.

It would also be nice for you to have:

• Experience leading customer-led transformation or digital innovation initiatives.

• Familiarity with regulatory themes like Consumer Duty and ESG, and management of risk and compliance standards.

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.

• £8,500 car allowance per year.

• Company funded private medical insurance for you and your family.

• Company funded Health screenings every two years.

• 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

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].