Customer Strategy Analyst

About the role

Santander Insurance is seeking a Customer Strategy Analyst to join its Customer Strategy & AI team in Madrid. The analyst will build and maintain a scalable analytical framework that monitors, understands, and drives customer strategy performance across global and local markets.

Key responsibilities

• Develop and maintain a robust analytical environment to monitor customer performance across geographies, ensuring consistency between global and local views.
• Define, standardize, and track key performance indicators (KPIs) such as Customer Lifetime Value, Net Promoter Score (NPS), churn, customer base evolution, and product holding.
• Design and enhance reporting tools and dashboards to provide clear visibility on customer performance.
• Identify trends, deviations from targets, and early‑warning signals, delivering regular performance updates to senior management.
• Conduct deep‑dive analyses to uncover performance drivers, improvement levers, and potential risks.
• Segment customers and behaviours to generate actionable insights that support data‑driven decision making.

Required profile

• Driven professional with a proactive and responsible approach to risk management.
• Strong analytical mindset capable of working with both global and local market data.
• Ability to communicate insights effectively to key stakeholders and senior management.

Required skills