With more than 100 million digital users and a vibrant fintech ecosystem, Brazil has become the perfect laboratory to reimagine the future of banking. In this context, it was chosen as the launch market for One App, Santander’s new global mobile banking platform, designed to redefine the customer experience across all our markets. It is not just an app: it is a new way of connecting with customers — hyper-personalized, omnichannel, and fully integrated into their financial lives.

In the global financial landscape, few countries have shown such a strong appetite for innovation as Brazil, which has become a benchmark when it comes to banking transformation. It is also Santander’s largest market and an ideal testing ground to drive major transformative projects across the Group.

One of those projects is One App. Its launch in Brazil marks the beginning of a transformative initiative that will soon reach other markets.

In recent years, the way people want to interact with financial services has changed for good. In Brazil, we have witnessed this transformation first-hand. Customers no longer seek just a modern, intuitive app. They want a platform that understands their habits, anticipates their needs, and supports them in managing their financial lives every day.

With One App, we took on the challenge of creating this new relationship model from scratch — more personal, relevant, and seamless. The starting point was clear: listening.

To understand what defines a great digital experience, we carried out in-depth research with more than 100,000 people in different markets. The message was clear: customers want an app designed around them, one that understands their financial behavior and helps them better organize not just their banking products, but everything that makes up their financial reality.

This led us to a key conclusion: we were not building the bank’s app — we were co-creating each customer’s app.

Although One App is a digital solution, it has been designed to integrate seamlessly with all our service channels. Digital brings immense value, but its true potential is unlocked when combined with human support: branches, specialists, assistance. That combination is what builds trust, closeness, and real value for customers.

From the outset, our vision was global, leveraging Santander’s scale and fostering collaboration across geographies and businesses within the Group.

One App is built on a solid technological foundation: the experience of Openbank, Santander’s 100% digital bank with a strong presence in Europe, recently launched in Mexico and the United States. It is also supported by a multidisciplinary team bringing together talent from Brazil, Spain, and other countries, united by a common purpose: to build a global, scalable solution with the flexibility to adapt to the particularities of each market.

Collaboration was key. One team with one vision: to deliver a digital experience worthy of the trust our customers place in us.

The first major milestone was the rollout of a new authentication system — faster, safer, and more intuitive. On that foundation, we are building the next layers: a redesigned home screen, new payment experiences, enhanced card functionalities, and soon, personalized spaces for conversations and tailored offers within the app.

Throughout this process, one guiding principle has remained constant: customers no longer want the bank’s app; they want their own app. And that is exactly what we set out to deliver.

We are creating personalized spaces where each customer sees what truly matters to them. We are moving away from generic profiles to connect with real people — with unique journeys and specific needs. And this is only the beginning.

Our scale allows us to build global platforms with world-class technology, delivering the best possible experience for customers across the Group, while also reducing service costs and accelerating both innovation and time to market.