Risk Assurance Consultant | S2 | Customer Outcomes & Testing, Central Controls Office, RBB | Multiple Locations | Internal Mobility in 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 robust 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

Customer Risk Insights, part of the Central Controls Office, is looking for a Risk Assurance Consultant based out of Unity Place, Milton Keynes, Glasgow or Bradford. 12 Month - FTC

The Customer Risk Insights team helps Santander to meet its obligations under Consumer Duty Outcome testing/monitoring by providing smarter solutions through development and maintenance of Management Information dashboards and reporting. We also complete data led assurance through Customer Understanding Testing Surveys, Customer Insight data and analytics use, for products and services acquired through Santander’s digital and assisted channels, analysing the responses and using data to identify patterns and trends and any potential issues with the products and journeys.

As a Risk Assurance Consultant, you’ll use data and insight to assess our digital customer journeys and identify where customers may be at risk of poor outcomes or harm. You’ll analyse and interrogate a range of customer risk insights data, including behavioural analytics tools such as Customer Journey Analytics, and Customer Understanding Testing Survey (CUTS) results, to identify patterns, investigate areas of concern and form evidence-based assurance conclusions.

You’ll also support the day-to-day operations of the Customer Risk Insights team, including completing survey and data validation controls, maintaining robust assurance processes and supporting reporting on Customer Risk Insights activity and outcomes. You’ll work in close partnership with teams across Customer Outcomes & Testing, the Centralised Controls Office and the wider bank, helping to strengthen data quality, and support better outcomes for customers.

We’re shaping the way we work through innovation, cutting-edge technology, collaboration and the freedom to explore new ideas.

To succeed in this role, you will be responsible for:

• Analyse customer behaviour across digital journeys using behavioural analytics tools to identify emerging risks, potential customer harm and opportunities to improve customer outcomes.
• Analyse and report CUTS results, highlighting key themes, trends and areas requiring further investigation.
• Support the implementation and ongoing development of the Digital Outcome Monitoring programme.
• Execute survey and data validation controls to ensure assurance activity is supported by accurate, complete and reliable data.
• Identify, assess and report risks arising from assurance activity, clearly communicating findings and recommended actions.
• Test reporting outputs and underlying data to ensure they are accurate, robust and fit for purpose.
• Work collaboratively with teams across the bank to share assurance findings and support improvements to customer outcomes across digital journeys.
• Support the expansion of CUTS into new product opening and servicing journeys, helping to strengthen customer outcome monitoring across Santander.

WHAT YOU’LL BRING

Our people are our greatest strength. Every individual contributes unique perspectives that make us greater 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

• Experience working in a Regulatory Environment with an understanding of Consumer Duty and Conduct Assurance (Required)
• Experience of working with data, including assessing completeness, accuracy, and integrity of data sets (Required)
• Great analytical skills, with the ability to identify data issues, trends and risks and drive evidence-based remediation (Required)
• Experience of creating data visualisations and logical journeys through data (Required)
• Experience working within risk, assurance or controls functions, ideally in a regulated financial services environment (Preferred)
• Knowledge of customer outcomes and outcome testing, and how data supports regulatory assurance and reporting (Preferred)
• Experience designing or overseeing controls to support MI reporting (Preferred)

Hard Skills

• Ability to analyse and interpret data to identify quality issues, risks and inconsistencies (Required)
• Knowledge of Santander Retail & Business Banking (RBB) and associated data (Required)
• Experience working with behavioural analytics tools such as Adobe Analytics, Customer Journey Analytics, Contentsquare or Dynatrace (Preferred)
• Ability to write SQL independent of AI tools (Preferred)

Soft Skills

• Confident stakeholder management and communication skills, with the ability to simplify and explain complex concepts (Required)
• Great analytical skills (Required)
• Meticulous attention to detail (Required)
• Ability to simply and robustly document processes (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.

Salary Range: £37,762.00 - £56,642.00 per annum (depending on experience). This salary range represents the expected remuneration for the role. Annual salary is based on a standard 35-hour working week. Actual salary offered will depend on skills, experience, qualifications and location.

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).

WHAT TO DO NEXT

If this sounds like a role you are interested in, then please apply. For further Guidance please visit Internal Mobility - Candidate Guidance. If you want to know more about the opportunity: Please contact: Leo Simons – leo.simons@santander.co.uk or Ian Rickhuss - ian.rickhuss@santander.co.uk