Customer Journey Manager – Customer Impact & Channel Experience

Santander

. Identify key opportunities and issues requiring further investigation using customer insight and experience knowledge .

Posted 9/15/2026contractMilton Keynes • United KingdomMid-LevelSenior💰 £49,274 - £73,912 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in designing customer-centric journeys and enhancing communication methods to improve customer engagement in financial support. Proficient in stakeholder management and data analysis to identify opportunities and drive implementation of effective solutions.

Highest-signal resume keywords

Customer Journey DesignStakeholder ManagementData AnalysisFinancial Support KnowledgeExcellent Communication Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Data AnalysisCustomer Journey DesignUser TestingProcess ImprovementCustomer Insight Analysis

Soft Skills

Excellent Communication SkillsPersonal ResilienceTenacityCuriosityProblem Solving

Industry Keywords

Financial SupportCustomer EngagementNPS DataStakeholder ManagementCustomer-Centric Journeys

About the role

Key responsibilities & impact

Identify key opportunities and issues requiring further investigation using customer insight and experience knowledge
Design customer journeys and conduct user testing
Enhance traditional and digital communication methods to increase customer engagement and improve outcomes across Financial Support
Use stakeholder management to maintain strong links across Financial Support and other key business areas
Understand current customer journeys using complaints, NPS data and direct customer insight
Design and drive implementation of customer-centric journeys for customers starting to struggle financially or already struggling
Work with teams across the bank to improve customer journeys

Requirements

What you’ll need

Good understanding of financial support and the processes and journeys used to support customers
Ability to analyse data
Previous experience of stakeholder management
Excellent communication skills
Personal resilience, tenacity and drive to solve complex challenging problems
Naturally curious and seeks to learn and find new ways of doing things
Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions

Benefits

Comp & perks

Wellbeing partners across four pillars of wellbeing: physical, mental, social and financial
Access to wellbeing apps
Discounted gym and fitness access
Weekly online classes
Flexible healthcare
Mental health support
Enhanced family leave
Childcare options
Tailored wellbeing support
Volunteering opportunities
Global growth opportunities
Career development, learning new skills and international-network opportunities
Hybrid working pattern