Assistant Optimisation & Personalisation Manager

Santander USA; Milton Keynes; Hybrid; GBP 40,000 - 60,000; Full time

Job summary

A leading financial institution is seeking an Assistant Optimisation & Personalisation Manager in Milton Keynes. This role involves improving customer experiences through data-driven testing and analysis. Candidates should possess strong analytical skills and experience with optimisation tools like Adobe Target and Optimizely. Responsibilities include working with stakeholders for quality delivery and analysing user data to drive enhancement strategies. The position offers a competitive benefits package and a supportive working environment.

Benefits

£500 annual cash allowance

25 days’ holiday plus bank holidays

Voluntary healthcare benefits

Generous pension contribution

Death-in-service benefit

Qualifications

• Passionate about delivering a customer centric approach with an analytical mindset.
• Experience of delivering a CRO testing program, from opportunity identification through to test build.
• Ability to analyse user behaviour through user research, customer surveys and web / digital analytics.

Responsibilities

• Establish customer pain points through detailed analysis of customer journeys.
• Collaborate with stakeholders to ensure compliance and mitigate risks.
• Analyse concluded optimisation activities to ensure key takeaways are established.

Skills

Analytical mindset

Customer-centric approach

Understanding of UX and CX

Collaboration skills

Tools

Adobe Target

Optimizely

Job description

Assistant Optimisation & Personalisation Manager | S2 | CE&CP | Milton Keynes Country: United Kingdom

IT STARTS HERE

Santander (www.santander.com) is evolving from a global, high-impact brand into a technology-driven organisation, 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.

RETAIL & COMMERCIAL BANKING

is a global business integrating all our retail and commercial banking activities to better serve our customers, improve efficiency and drive value creation.

THE DIFFERENCE YOU MAKE

Santander is looking for an Assistant Optimisation & Personalisation Manager based out of Milton Keynes

This role is a 12 month fixed term contract.

We have a fantastic opportunity to join the bank as an Assistant Optimisation & Personalisation Manager within our Customer Lifecycle Squads. We’re empowered to deliver awesome, data driven, customer centric experiences, with our CRO methodology central in delivering better outcomes for our customers.

Working within our Optimisation & Personalisation team, you’ll have the power to make a positive difference to our customers’ lives right now and in the future. Within a fast paced, agile environment, you’ll be responsible for the end‑to‑end delivery of your tests, from data analysis and ideation through to wireframing and post‑test analysis.

Are you passionate about improving all aspects of the digital customer journey? Come and see what’s possible.

• You’ll be obsessed about improving our customers’ experiences.
• Establish customer pain points through the detailed analysis of our customer journeys, analysing user research, customer surveys, web browsing behaviour and more.
• Collaborating with stakeholders to ensure all activities are compliant and mitigate any risks.
• Work with our external partner to build, QA & deliver activities, ensuring experiences are delivered on time and to the expected quality.
• Analysing concluded optimisation / personalisation activities to ensure key takeaways are established and incrementality identified.
• Support the continuous improvement of our CRO methodology with our direct and global teams, sharing learnings and best practices to drive growth throughout the group.

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 organisation. 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

• Passionate about delivering a customer centric approach with an analytical mindset.
• Experience of delivering a CRO testing program, from opportunity identification through to test build.
• Ability to analyse user behaviour through user research, customer surveys and web / digital analytics.
• UX and CX understanding and awareness of key digital principles.
• Experience with industry leading optimisation tools such as, or similar to: Adobe Target, Optimizely, etc. (Preferred)
• Excellent communication skills, both oral and written, and evidence of generating confidence through effective management of key stakeholders. (Preferred)
• Flexible to work with new methodologies and ways of working in a fast paced, changing environment. (Preferred)
• Approach challenges pragmatically, working on short term wins and longer‑term strategic growth. (Preferred)

WE VALUE YOUR IMPACT

At Santander, your contribution matters. We recognise the difference you make every day, and we make sure you feel valued, supported and rewarded in return. Here, recognition goes beyond pay. It’s about the pride you feel in your work, the impact you have on customers and communities, and the opportunities you have to grow and thrive — personally and professionally.

• £500 annual cash allowance to spend on our great range of benefits.
• 25 days’ holiday plus bank holidays, which increases to 26 days after 5yrs service, with the option to purchase up to 5 contractual days per year.
• Voluntary healthcare benefits at discounted rates. Including: medical insurance, dental insurance, and health assessments
• 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.
• 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.
• Competitive rewards that reflect the real impact you make and the value you bring.
• Wellbeing that goes beyond work — we work with a range of wellbeing partners across our 4 pillars of wellbeing (physical, mental, social and financial) to give you access to a suite of apps, discounted gym and fitness access, weekly online classes, flexible healthcare and mental health support.

• Support for every life stage — from menopause and pregnancy to parenthood and beyond, with enhanced family leave, childcare options and tailored wellbeing support.
• Time to give back through volunteering opportunities that let you make a difference in the communities we serve.
• Global growth opportunities to shape your career, learn new skills and explore what’s possible across our international network.

Ready to be recognised? It starts with you.

LOCAL COMPLIANCE

At Santander, we’re proud to be an inclusive organisation that provides equal opportunities for everyone — regardless of age, gender, disability, civil status, race, religion or sexual orientation.

We’re committed to creating a recruitment experience that’s accessible, fair and welcoming for all candidates.

We want our people to thrive — at work and at home — while delivering the best outcomes for our customers and supporting each other to grow.

To make this possible, our roles are site-based with a hybrid working pattern, where colleagues are expected to attend the office at least 12 days per month (pro‑rata for part‑time roles).

When applying, please consider the travel distance, time and cost to your chosen office location(s).

RIGHT TO WORK IN THE UK

• Every individual must have the right to work in the UK to commence employment with Santander either by way of nationality, visa or work permit. If you do require a working visa / permit this will not influence our decision on whether to progress your application. However, if you do not have a right to work, or an application for a working visa / permit is unsuccessful, Santander will not proceed with your application and will withdraw any conditional offer previously made.

We welcome applications on the understanding that, should you be offered this role, there may be no relocation package available. Santander will pay the employer mandatory government fees that are required to pay in connection with visa sponsorship. You may be liable for your own personal employee immigration and relocation costs.

WHAT TO DO NEXT

If this sounds like a role you are 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 [e-mail].