Translating each value into behaviour
Values only help you if you can turn them into a specific action inside a scenario. The translations below are our interpretations of the published values, not Santander's scoring key.
- Simple — pick the option with fewest steps for the customer, not the one that protects your process.
- Personal — respond to the specific situation described rather than applying a generic policy.
- Fair — flag the problem early and own your part in it, even when that is slower or more awkward.
Worked example
In one of our practice scenarios a customer has been given contradictory advice by two teams. We key it towards contacting the customer directly with one clear answer and then fixing the internal cause — Simple and Fair together — rather than escalating and waiting. Our scenario, our keying.
Interview format
Later stages typically ask for one example per value. Prepare three short stories you can flex across values, each with a concrete result and your own contribution made explicit.
Put it into practice
The fastest way to internalise the format is practice in the same question formats.
Practise values-scored SJTFrequently asked questions
Naming them once is fine; assessors mark behaviour, not vocabulary. Show the behaviour in the example and let the value be obvious.
Santander does not publish a scoring key connecting these values to its current online assessment. Our practice mapping is our own interpretation.