Customer Strategy AnalystPor favor, asegúrese de leer atentamente los siguientes detalles antes de enviar cualquier solicitud.- Santander InsuranceCountry: SpainIT STARTS HERESantander () is evolving from a general, 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.

To succeed in this role, you will be responsible for:1.Customer Analytics FrameworkDevelop 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 TrackingTrack and analyze the evolution of key customer KPIs, including: Customer lifetime ValueNet Promoter Score (NPS)Customer churnCustomer base evolutionProduct 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 GenerationConduct 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 AssessmentAnalyze 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 & CollaborationWork 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 BRINGOur 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 ExperienceAt 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)EducationBachelor's degree in Mathematics, Statistics, Economics, Finance, Engineering, Business Administration, or a related fiel

📌 Customer Strategy Analyst (Madrid)
🏢 Grupo Santander
📍 Madrid