Roadmap to Zero

Santander UK

In 2020, Santander UK commenced an ambitious business-wide programme, Transformation for Success (TfS). The goal was to

deliver a digital-first leading customer experience whilst significantly reducing cost-to-income ratio. Given the impact on customer experience, total cost and sustainability goals, Mail & Print was viewed as a key lever. Whilst we recognised it was a regulatory and operational impossibility, we commenced the 'Roadmap to Zero' with the goal of removing Mail & Print spend from Santander UK. This transformation required us to introduce disruptive thinking about customer communications, accelerate our digital agenda, deliver on sustainability objectives, and ensure effective risk management.