Customer Communications Centre of Excellence Lead

Santander

Customer communications Centre of Excellence Lead shaping customer standards, controls and outcomes at Santander, a global technology-driven bank. Leading teams and influencing governance across UK sites.

Posted 9/9/2026full-timeMilton Keynes • 🇬🇧 United KingdomSenior💰 £68,662 - £102,994 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in leading high-performing teams within regulated environments, focusing on customer communication strategies, governance, and data management. Proven ability to influence stakeholders and drive measurable improvements in customer outcomes through strategic leadership and effective control frameworks.

Highest-signal resume keywords

Leadership ExperienceGovernance ExpertiseRegulatory ComplianceData ManagementCustomer Insight

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Control Framework DesignRisk ManagementData StandardsCustomer Communication StandardsPerformance Measurement

Soft Skills

Impactful CommunicationStakeholder InfluenceConstructive ChallengeCollaborationCustomer-Focused Decision-Making

Industry Keywords

Regulated EnvironmentCustomer OutcomesContinuous ImprovementAccountabilityHigh-Performing Teams

About the role

Key responsibilities & impact

Lead the Customer Communications Centre of Excellence
Set direction, develop a high-performing team and champion a customer-first culture
Own and evolve the Customer Communications strategy, standards and control framework
Provide oversight and challenge to ensure excellent customer outcomes, regulatory compliance and data management
Use data and insight to measure success, identify emerging risks and drive continuous improvement
Influence senior stakeholders and governance forums
Strengthen accountability, resolve issues and deliver improved customer and business outcomes

Requirements

What you’ll need

Leadership experience within a complex, regulated environment, including leading and developing high-performing teams
Experience applying governance, risk, controls or assurance expertise to translate strategic and regulatory requirements into effective business practices
Ability to influence and constructively challenge senior stakeholders to drive outcomes
Track record of identifying customer needs and translating insight into measurable improvements in customer outcomes and business value
Relevant professional experience and/or qualifications appropriate to a leadership role
Expert knowledge of designing and overseeing effective control frameworks, identifying weaknesses and driving remediation
Regulatory expertise, including interpreting regulatory requirements and translating them into customer communication standards and practices
Understanding of data standards and controls, ensuring appropriate, accurate and traceable use of customer data
Ability to use data and customer insight to measure effectiveness, inform decisions and drive measurable improvement
Strategic leadership, sound judgement and accountability for outcomes
Impactful communication and ability to influence and constructively challenge stakeholders at all levels
People leadership and collaboration across organisational boundaries
Customer-focused decision-making and delivery of measurable outcomes

Benefits

Comp & perks

Competitive rewards that reflect the real impact you make and the value you bring
Access to wellbeing partners across physical, mental, social and financial wellbeing pillars
Suite of wellbeing apps
Discounted gym and fitness access
Weekly online classes
Flexible healthcare and mental health support
Enhanced family leave
Childcare options
Tailored wellbeing support
Volunteering opportunities
Global growth opportunities
Opportunities to learn new skills and explore Santander’s international network
Hybrid working pattern