• You’ll spend time bringing together colleagues from a wide range of functions and disciplines to understand customer payment journey experiences across all channels, through journey reporting KPIs you’ve helped to create, to achieve OKRs you’ve set, identifying and resolving issues, shaping priorities, ensuring regulatory and policy adherence, and keeping delivery on track.
• You’ll consume and synthesise a wide variety of sources, including customer insight and research, performance data, product and proposition development, payments industry roadmaps, and evolving regulatory agenda, as well as market and competitor insights to shape thinking and support balanced decision making.
• You’ll switch between strategic thinking and day-to-day practical problem-solving, envisaging future experiences as technology continues to shape human behaviour and interactions, brought to life through Service design disciplines, building and prioritising backlogs, and translating needs and experiences into tangible requirements for delivery teams to execute.
• High accountability and high-profile, you’ll leverage your extensive payments experience and customer-centric approach to connect, align, and lead people and teams to deliver the best payment experiences for Businesses in the UK.

About you

As a minimum, you’ll have/be:

• Extensive knowledge of payment journeys and/or process within a Banking context, across all payment types (including, but not limited to FPS, CHAPS, SWIFT/SEPA) alongside a strong grasp of the evolving payments industry, regulatory context, open banking, and eco-system (inc. Partnering) development.
• Experience of delivering successful change across matrix structures within financial services, as well as leading and developing multidisciplinary teams.
• Application of continuous improvement methodologies (e.g. Lean/Six-Sigma) and Business analysis, interpreting complex data and insight from a variety of sources, and communicating effectively at a senior level.
• Strong knowledge of Service Design methodology (e.g. design thinking, journey maps, service blue-prints, user research, personas, etc.) and associated tooling (e.g. Confluence, Miro, Figma, Process Mapping, etc.).
• Confident and persuasive communicator at all levels, challenging ideas and influencing decisions across other teams.
• Strong understanding of Business customer needs, including how businesses of all sizes make and receive payments and manage the connected processes behind them, such as reconciliation and accounting.
• Knowledge and experience of facilitating payment-needs across digital, physical, and assisted customer channels as well as a firm grasp of ‘back-stage’ enablement (colleagues, systems, processes in operations, schemes, etc.).

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.

The extras you’ll get

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

• 30 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.

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