Will Wright , COO at Santander International , outlines how the organisation is supporting the communities it serves through innovation and transformation
SANTANDER INTERNATIONAL
Will Wright , COO at Santander International , outlines how the organisation is supporting the communities it serves through innovation and transformation
Like the Santander Group as a whole , Santander International is dedicated to driving a better outcome for its customers .
The organisation , which offers banking to the Channel Islands and Isle of Man , as well as some UK residents and expats , has a tough task on its hands given the geographical spread of its customer base , but is working hard to maintain face-toface services in this increasingly digital age .
Significant investment has gone into provisions like the Santander Work Café , where customers and non-customers alike can meet with employees in a relaxed environment to discuss banking , savings , mortgages or any other queries they may have .
“ Prior to the Work Cafés , we always felt like we didn ’ t understand our customers well enough ,” explains Will Wright , COO at Santander International .
“ Certainly , in terms of our local customers , it ’ s really helping us to get more and more feedback and develop our offering .”
Whatever the project being delivered , there can be little doubt that Santander International ’ s number-one strategic priority is to grow customer loyalty . This , from Wright ’ s perspective , can only be achieved by guaranteeing an outstanding customer experience .
“ It sounds really obvious but , in the end , we don ’ t think there ’ s any other way to grow
60 January 2024