Customer Strategy Analyst - Santander Insurance

Banco Santander; Madrid; Hybrid; EUR 65,000 - 90,000; Full time

Benefits offered by this job

Hybrid working model

Santander Open Academy access

Bonuses based on performance

Health & wellbeing benefits

Childcare support

Job summary

Santander is seeking a Customer Strategy Analyst based in Madrid to build and maintain a scalable analytics framework for monitoring customer performance across global and local markets. You will provide actionable insights on key KPIs and support data-driven decision-making for strategic initiatives.

The role requires strong English and Spanish proficiency, plus extensive experience in data analysis, KPI tracking and performance management within the insurance or financial services sector.

Qualifications

• 5+ years of professional analytics experience in insurance or a related field.
• Experience with KPI monitoring, data analysis and performance management.
• Excellent quantitative skills and ability to translate data into actionable insights.

Responsibilities

• Develop and maintain a robust Customer Analytics Framework across geographies with consistent KPIs.
• Monitor and analyze key customer KPIs (LTV, NPS, churn, customer base evolution).
• Conduct in-depth analyses to identify drivers, risks and opportunities for strategic initiatives.
• Assess business impact of initiatives and measure ROI of actions taken.
• Collaborate with global and local teams to align definitions and insights for decision-making.

Skills

SQL

Excel

Power BI

Tableau

Data structures

Education

Bachelor’s degree in Mathematics/Statistics/Finance/Engineering/Business

Tools

SQL

Excel

Job description

Country: España IT STARTS HERE Santander (www.santander.com) is evolving from a global, high-impact brand into a technology-driven organization, and our people are at the heart of this journey. Together, we are driving a customer-centric transformation that values bold thinking, innovation, and the courage to challenge what’s possible. This is more than a strategic shift. It’s a chance for driven professionals to grow, learn, and make a real difference. 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. 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. THE DIFFERENCE YOU MAKE Santander Insurance is looking for a Customer Strategy Analyst based out of Madrid. The role will develop a deep understanding of key customer performance indicators to support value creation and strategic decision-making. Reporting to the Customer 360 & AI Director within the Customer Strategy & AI team. As a customer strategy analyst your mission will be to build and maintain a robust and scalable analytical framework to monitor, understand and drive customer strategy performance across global and local markets. The role will support data-driven decision making by providing actionable insights on key customer KPIs, identifying performance drivers, and assessing the business impact of strategic initiatives. We’re shaping the way we work through innovation, cutting-edge technology, collaboration and the freedom to explore new ideas.

Customer Analytics Framework

• Develop and maintain a robust analytical environment to monitor customer performance across geographies, ensuring consistency between global and local views.
• Define and standardize KPIs, metrics and analytical methodologies to ensure comparability and alignment across countries.
• Design and enhance reporting tools and dashboards to provide clear visibility on customer performance.

KPI Monitoring & Performance Tracking

• Track and analyze the evolution of key customer KPIs, including:
• Customer lifetime Value
• Net Promoter Score (NPS)
• Customer churn
• Customer base evolution
• Product holding (e.g., insurance policies per customer)
• Identify trends, deviations vs. targets and early warning signals.
• Provide regular performance updates to key stakeholders and senior management.

Deep-Dive Analysis & Insights Generation

• Conduct in-depth analyses to identify key drivers of performance, improvement levers and potential risks to achieving budget and strategic targets.
• Segment customers and behaviors to uncover actionable insights.
• Support hypothesis generation and validation using data.

Business Impact Assessment

• Analyze and quantify the impact of strategic initiatives (e.g., commercial actions, retention strategies, cross-selling initiatives) on customer KPIs and business outcomes.
• Develop frameworks to measure ROI and effectiveness of initiatives.
• Support prioritization of initiatives based on data-driven insights.

Stakeholder Management & Collaboration

• Work closely with business, data and local teams to ensure alignment on definitions, analyses and insights.
• Translate complex analytical findings into clear and actionable recommendations for non-technical stakeholders.
• Support decision-making processes at both global and local levels.

WHAT YOU’LL BRING

Our people are our greatest strength. Every individual contributes unique perspectives that make us stronger as a team and as an organization. We’re enabling teams to go beyond by valuing who they are and empowering what they bring. The following requirements represent the knowledge, skills, and abilities essential for success in this role. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Professional Experience

• At least 5 years of professional experience in the insurance industry, preferably in roles related to analytics and performance tracking.
• Proven experience in data analysis, KPI monitoring and business performance management.
• Experience working with large and complex datasets across multiple sources.
• Artificial intelligence application on task and process automation, data analytics and innovation. (Preferred)

Education

• Bachelor’s degree in Mathematics, Statistics, Economics, Finance, Engineering, Business Administration, or a related field.

Languages

• Very high proficiency in English and Spanish are required.
• Portuguese is desirable (Preferred)

Hard Skills

• Proficiency in SQL and Excel for data extraction and analysis.
• Experience with data visualization tools (e.g., Power BI, Tableau) to build dashboards and reports.
• Familiarity with data models, data structures and analytical frameworks is a plus. (Preferred)

Soft Skills

• Strong analytical and problem-solving skills, with the ability to translate data into actionable insights.
• Ability to connect data analysis with business impact and decision-making.
• Strong communication skills, with the ability to convey complex insights to non-technical stakeholders.

WE VALUE YOUR IMPACT

We can expect a fair, competitive reward package that reflects the impact you create and the value you deliver. But we know rewards go beyond numbers.

• We’re enable our teams to go beyond through global opportunities and broad career paths.
• Flexibility that works. Enjoy a hybrid working models—some days remote, some days onsite with your team—along with flexible hours.
• Learning for life. Access hundreds of courses on our platforms, including exclusive access to our global learning space: Santander Open Academy (www.santanderopenacademy.com)
• Competitive rewards. Receive a highly competitive salary with performance-based bonuses, motivating you to keep growing with us.
• Financial advantages. Benefit from preferential banking terms, special interest rates on loans, life insurance, and more.
• Your health is our priority. Through BeHealthy, our global wellness programme, we promote Holistic wellbeing.
• We know family is everything. That’s why we offer childcare support and family-friendly programmes tailored to each life stage.
• Always by your side. Get access to Santander Contigo, our program for employees and their families offering legal, emotional, and administrative advisory services.
• Extra benefits. Gym/WellHub membership, medical centers in some of our facilities, meal subsidy, parking, shuttle service from various points in Madrid, as well as exclusive discounts and offers for Santander employees. And that’s only the beginning—we’ll tell you more when you join!

We’re here to keep you motivated, help you reach your goals, and celebrate your progress, every step of the way. LOCAL COMPLIANCE Santander is proud of being an organization where there are equal opportunities regardless of age, gender, disability, civil status, race, religion or sexual orientation. We are committed to providing an inclusive and accessible application process for all candidates.