You’ll be employed by Nationwide from day one, delivering real impact and benefitting from a highly competitive range of benefits. We’re a workplace where you’re rewarded, recognised and celebrated.

Nationwide is committed to the redeployment of our employees impacted by change, as such applications for redeployment candidates will be prioritised in this recruitment process.

If you’re a colleague on long-term absence (for example, on parental leave) or a temporary worker, please use your personal email address to submit an application.

Responsibilities

What you’ll be doing

• You’ll lead how we measure and understand performance across our key business banking customer journeys, bringing together data, customer feedback and frontline insight into one clear view.
• You’ll work with digital, operations and product teams to spot where customers experience friction, problem solve to diagnose the root causes and then prioritise actions.
• You’ll develop the right framework, measures and reporting, turning complexity into insight that helps leaders and teams take action.
• You’ll track the impact of improvements over time, showing what has changed for customers and what it means for service, cost and growth.
• You’ll build a team and forge strong relationships across the organisation, influencing stakeholders and coaching others to use insight to improve outcomes for customers and the business.

About you

As a minimum requirement, you’ll have:

• A qualification in Mathematical/Statistical/Technical discipline or knowledge of strategy development including modelling techniques
• Excellent analytical capability, with hands-on experience using data to identify challenges, diagnose problems and quantify the customer and commercial impact of issues and opportunities
• Experience leading performance measurement and insight in a retail or business banking environment
• Experience designing and owning performance frameworks, measures and management information (including dashboarding and clear governance) that drive action at pace
• Demonstrated ability to integrate multiple sources of insight (for example customer feedback, complaints, contact reasons, operational performance and colleague observations)
• Exceptional stakeholder management and influencing skills, including presentation skills
• Ability to translate complex analysis into clear, accessible actions and insight, tailoring messages for different audiences and driving alignment on next steps
• Track record of delivering measurable improvements through test-and-learn or continuous improvement approaches, and of monitoring benefits over time

Our customer first behaviours

Our customer first behaviours put customers and members at the heart of how we work together. They are the set of behaviours that every colleague needs to display, in every role:

• Feel what customers feel - We step into our customers’ shoes, using their feedback and insights to empathise with them and to understand their needs, so that every decision we make starts and finishes with our customers in mind
• Say it straight - We are brave in speaking out and saying what we think – we’re honest and direct with good intent, openly sharing diverse perspectives to reach the best conclusions and using language everyone can understand
• Push for better - We don’t settle for mediocrity, we challenge the status quo, taking responsibility for continuous improvement and personal development
• Get it done - We prioritise what will have the greatest impact, we are decisive, and we take accountability for delivering brilliant customer outcomes

You can strengthen your application by showing how our customer first behaviours resonate with you, and where you may have already demonstrated these.

Qualifications

The extras you’ll get

There are all sorts of employee benefits available at Nationwide, including:

• 25 days holiday, pro rata
• Access to private medical insurance
• A highly competitive pension to help you build a strong foundation for retirement
• Access to an annual performance-related bonus
• Training and development to help you progress your career
• A great selection of additional benefits through our salary sacrifice scheme
• Life assurance to provide peace of mind for you and your loved ones in the event of your death
• Wellhub – access to a range of free and paid options for health and wellness
• Up to 2 days of paid volunteering a year

Banking – but fairer, more rewarding, and for the good of society

We forge our own path at Nationwide.

As a mutual, we’re owned by our members - those customers who bank, save or have a mortgage with us. We challenge the financial sector status quo. We don’t see customers as the engine of our own profit. We share our profits with them and put their needs first. Always there when they need us. Supporting them and their lives.

If you’re inspired by fairer finances, passionate about making a meaningful impact, and truly care about our customers, you’re one of us.

At Nationwide, you are challenged to grow and rewarded for doing so. Valued. Recognised. Inspired to be your best. As a community, we want our working lives to count. As a team, we celebrate what we achieve. As a standard-setter, we work for the good of customers, communities, and broader society.

We are purpose-driven. Uncompromisingly customer. Unstoppably Nationwide.

What to do next

If this role is for you, please click the ‘Apply Now’ button. You’ll need to attach your up-to-date CV and answer a few quick questions for us.

We respond to everyone, so we will be in contact shortly after the closing date to let you know the outcome of your application.

The hiring manager for this role is Craig Barr, and the main recruitment contact is Amy Bright.

Please note that should you be successful in securing this role, the job title on our internal systems will be Senior Product Manager.