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Global Head Of Research And Customer Insights

At Santander Group, we are reimagining financial experiences for millions of customers worldwide. As part of the Digital Consumer Bank Global Business, we are committed to building smarter, more personalized solutions driven by deep customer understanding. We are looking for a Global Head of Research and Customer Insights to lead the development and integration of insights across journeys, products, and markets, ensuring customer voice is at the center of every decision we make.

Mission: To unlock powerful customer and market insights that guide our strategic decisions, enhance user experiences, and drive continuous innovation across all touchpoints of the Santander Group ecosystem.

Key Responsibilities:

• Build and execute the global insights strategy for design and customer experience – embedding research as a key tool for product evolution and innovation. Mapping customer pain points and opportunities to inspire breakthrough experiences.
• Integrate Quantitative & Qualitative Insights: Partner with Data, Product, and Marketing teams to merge qualitative and quantitative research into a unified understanding of customer needs and behaviours.
• Implement New Tools & Frameworks: Lead the adoption of innovative methodologies and tools, such as the Sean Ellis Score, to assess product-market fit and measure user sentiment.
• Set the foundations for a data feedback loop across journeys and segments, ensuring global consistency across the group.
• Uncover Opportunities through CX Metrics: Analyse customer experience data (e.g., NPS, CSAT) to identify pain points and actionable opportunities that inform strategic priorities.
• Ensure Global Consistency: Standardize insight generation and reporting across markets to ensure alignment and scalability of customer understanding efforts.

What are we looking for:

• +10 years of experience in customer research, insights, or related disciplines, with leadership roles in global or regional organizations.
• Strong track record in quantitative research, qualitative studies, and advanced analytics, ideally in financial services or other customer-centric industries.
• Strong experience working cross-functionally with Data, Product, Marketing, and CX teams.
• Ability to translate complex data into compelling narratives and actionable strategies for executive audiences.
• Familiarity with modern research tools, feedback frameworks, and product validation techniques.
• Experience in building global frameworks that allow for both standardization and local adaptation.
• Strategic influence, able to champion the voice of the customer at the highest levels.
• Passionate about understanding people deeply and turning insights into innovation that redefines the customer experience.
• Excellent communication and stakeholder engagement skills.
• Fluency in English; additional languages are a plus.

What We Offer:

• A dynamic, high-impact role shaping the future of design in digital banking.
• Competitive compensation and opportunities for career growth.
• International collaboration and exposure to cutting-edge financial innovation.

Would you like to grow with us? Join our team!

Santander is an equal opportunity employer. All applicants will be considered as equal without paying attention to gender identity, sexual orientation, ethnicity, religion, age, political orientation, union membership nor disability status. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify, and build.