Customer Strategy Analyst Insurance

Santander () 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.

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.

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

• 1. 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.
• 2. 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.
• 3. 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.
• 4. 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.
• 5. 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.

Our people are our greatest strength.…