As digital adoption accelerates across commercial and business banking, the role of the relationship manager is not diminishing - it is becoming more critical.

In this episode of Banking Uncovered, Jon Ruston speaks with Claire May, Head of Commercial Clients at Santander UK, to explore how banks are redefining relationship management in a digital-first world. The discussion follows Santander’s recognition at RFI Global’s UK Banking & Finance Awards 2026, where it won awards for Best Relationship Managers (Business Banking) and Best Business Loan Services, based on feedback from over 4,500 UK business banking customers.

Jon and Claire discuss the evolving role of Relationship Managers (RMs) and, based on Santander’s experience and RFI Global’s data, what small and medium-sized (SMEs and mid-market firms) and commercial businesses expect from their banking partners. They explore how expectations of both digital and human interactions are evolving, and how banks should respond by focusing on where they add the most value. Businesses increasingly expect seamless self-serve for everyday tasks, while placing greater value on human expertise in more complex moments.

Topics discussed include:

• How customer expectations are evolving across digital and human channels
• How customer needs vary by business type, operational complexity and decision-maker
• Why demand for self-serve is growing, but human expertise is becoming more valuable
• The role of data and insight in understanding customers and improving delivery
• How banks can identify and respond to ‘moments that matter’
• The impact of AI on relationship management and client engagement
• Why complexity, not size, should define relationship support
• How banks can better support fast-growing businesses
• The future of business banking and what will define success.