Wealth Management & Insurance division is looking for a Customer Intelligence Manager based in our Castellana office.

WHY YOU SHOULD CONSIDER THIS OPPORTUNITY

At Santander (www.santander.com) we are key players in the transformation of the financial sector. Do you want to join us?

The Wealth Management & Insurance division covers three businesses in all Santander Group countries: Insurance, Asset Management and Private Banking. We work to provide the best solutions to our clients in these three businesses in the 10 countries where we are present.

Our mission is to contribute to help more people and businesses prosper. We embrace a strong risk culture and all our professionals at all levels are expected to take a proactive and responsible approach toward risk management.

Santander is proud of being an organization where there are equal opportunities regardless of age, gender, disability, civil status, race, religion or sexual orientation.

WHAT YOU WILL BE DOING

As a Customer Intelligence Manager you will transform customer data into actionable insights that enhance customer value and engagement. By leveraging advanced analytics and AI, your goal is to enable the organization to deliver tailored, data-driven customer journeys and support in the shift from transactional to advisory-led insurance model based on client’s needs, by:

We need someone like you to help us in different fronts:

Lead the design and implementation of global customer analytics frameworks, leveraging global and local data available both in Bank and Insurance companies

Design and managing analytical models to understand customer behavior and needs, identifying opportunities to improve key pillars such as retention, cross & upselling and customer experience

Segment customer base using behavioral, demographic, and product data to ensure tailored customer engagement

Conduct in-depth client lifetime value analysis, to continuously identify and prioritize new pools of value, working closely with Customer Loyalty and Customer Development to align opportunities and risks to achieve our CLTV goals  

Monitor key customer KPIs such as CLV, churn, engagement, upsell and cross-sell rates and track the value captured of key initiatives launched, having a critical approach to ensure continuous CLTV impact

Contribute to POG (Product Oversight and Governance) processes with customer-centric intelligence

Working closely with the Business Development Team and other key stakeholders to understand the impact of CLTV on the overall business key indicators and Insurance Strategy

Continuing transforming the mindset of key stakeholders, to evolve towards a customer centric business, including customer needs and customer experience as key factors to achieve sustainable business

Inspiring peers and influencing the key people in our local insurance teams, our own insurance companies and joint ventures to continue addressing the CLTV challenges with a positive and collaborative work culture

Following a management culture based on making things happen, with a pragmatic approach to achieving our goals and ensuring measurable results from our actions at all levels of the organization

EXPERIENCE

Relevant experience with demonstrated track record of customer analytics, data modeling, or business intelligence, ideally within the insurance, banking, or financial services industries

Experience working with Customer 360 platforms, data lakes, or customer data platforms

Knowledge of AI/ML applications in customer intelligence, such as churn prediction or next-best-action models

Proven ability to manage customer segmentation, predictive models (e.g., churn, upsell), and performance tracking

Experience in monitoring and analyzing key customer intelligence KPIs such as customer lifetime value (CLV), churn rate, engagement or customer satisfaction

Demonstrated ability to generate insights and business strategies from complex customer data enhancing all the customer lifetime cycle

Understanding of regulatory and ethical considerations, including GDPR, Solvency II, and POG (Product Oversight and Governance) frameworks

Working in a large multinational corporation with matrix structures leading change through positive influence across different units and/or countries

Managing multiple cross-functional projects in a fast-paced growth and creative environment

EDUCATION

Bachelor’s or Master’s degree in Data Science, Statistics, Business Analytics, Economics or a related field. Additional certifications in AI, Data Engineering, CRM platforms, or insurance analytics are a plus

SKILLS & KNOWLEDGE

Familiarity with insurance products (life, health, P&C) and related customer lifecycle KPIs (e.g., CLV, churn, engagement) is a plus

Ability to present insights and recommendations to senior stakeholders and influence decision-making

Very analytical, methodical and detail driven. Ability to read and identify small nuances in data and trends that drive or explain performance

Knowledge of the functioning of the Group and its operations. Experience influencing stakeholders within different areas of the Group

Great interpersonal skills and stakeholder management abilities. People person.

Very high proficiency in English and Spanish. Portuguese is highly desirable

Experience working in international teams with an ability to adapt to cultural differences

If you want to know more about us, follow us on https://es.linkedin.com/company/banco-santander