Nationwide Building Society
Senior Product Journey Owner - Business Banking - Run My Business
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Senior Product Journey Owner – Business Banking (Run My Business)
About the Role
The Senior Product Journey Owner – Business Banking (Run My Business) leads the end-to-end journeys that enable customers to run their businesses efficiently across digital, branch, and assisted channels, ensuring experiences are:
- Simple
- Effective
- Compliant
- Aligned to business strategy
The role provides clear direction to cross-functional teams, including:
- Products
- Technology
- Operations
- Service design
- Risk
- Legal
- Change
The Senior Product Journey Owner balances customer needs with commercial, operational, and regulatory priorities, defining ambitious ‘front-stage’ (customer) and ‘back-stage’ (colleague) experiences and outcomes. They leverage data and insights to continuously improve performance and shape truly differential experiences.
This position is within the Business Banking function, supporting businesses of all sizes across the UK to thrive.
Role Overview & Key Responsibilities
This is a new role requiring collaborative, journey-led thinking and action, moving beyond traditional banking to create differential experiences that empower Nationwide Business customers to ‘Run My Business’ more effectively.
Key focus areas include:
- Supporting businesses in areas such as accounting, cash flow, tax management, and other connected services.
- Influencing and leading cross-functional teams to understand ‘Run My Business’ experiences across all customer channels.
- Tracking KPIs, achieving OKRs, identifying issues, shaping priorities, and ensuring regulatory and policy compliance.
- Driving continuous improvement through data synthesis, customer insights, market trends, and regulatory changes.
- Balancing strategic thinking with hands-on problem-solving to future-proof customer experiences.
- Using service design methodologies (e.g., journey mapping, design thinking, user research) and tools (e.g., Confluence, Miro, Figma) to shape backlogs and execution requirements.
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Working Arrangement
Nationwide offers flexible, hybrid working models to support performance.
- Minimum 2 days per week in the office (or 40% working time for part-time roles).
- Primary office locations: London or Northampton.
- Alternative hubs (Glasgow/Edinburgh): Requires monthly in-person collaboration days.
Nationwide acquired Virgin Money, but Virgin Money continues operations with a gradual integration over time. Successful applicants will be employed by Nationwide from day one, enjoying a highly competitive benefits package.
Responsibilities
Core Duties
- Collaborate with multi-disciplinary teams (products, tech, risk, legal, operations) to improve customer journeys.
- **Use journey reporting, OKRs, and KPIs to measure performance, identify gaps, and drive continuous improvement.
- **Analyse customer insights, market trends, regulations, and emerging tech to guide decision-making.
- **Balance strategic forward-thinking with day-to-day execution, ensuring regulatory compliance.
- **Apply **service design and business analysis techniques to develop, prioritise, and deliver next-gen business banking solutions.
- **Leverage extensive knowledge of business operations (tax, payroll, cash flow, accounting) to connect stakeholders.
Leadership & Execution
- Accountability for high-impact, cross-functional outcomes with proactive problem-solving.
- **Influence teams through clarity, persuasion, and data-driven insights.
- **Champion customer-centric experiences across digital, physical, and assisted channels.
About You – Key Requirements
Essential Criteria
You must demonstrate: ✅ Extensive knowledge of business customer needs and services outside banking (e.g., tax, accounting, expense management, forecasting, cash flow, insights, payroll). ✅ Deep understanding of Open Banking ecosystems and regulatory environments. ✅ Proven track record in leading change in financial services, especially in matrix organisations. ✅ **Application of improvement methodologies (e.g., Lean, Six Sigma) and business analysis, including data interpretation and communication. ✅ **Strong Service Design expertise (Journey Mapping, Personas, User Research, Service Blueprints) and familiarity with tools like Confluence, Miro, Figma. ✅ Confident communication skills, capable of challenging ideas and influencing across multiple teams. ✅ **eninstrance of **multi-channel customer experiences (digital, physical, assisted) and back-stage enablement (colleagues, processes).
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Behavioral Commitment
Nationwide’s Customer First Behaviours guide all roles:
- Feel what customers feel – Empathise openly using feedback and insights.
- Say it straight – Be assertion, share diverse perspectives clearly.
- Push for better – Reject mediocrity, embrace continuous improvement.
- Get it done – Prioritise impact, remain decisive and accountable.
(Apply by demonstrating how these behaviours have shaped your work.)
Benefits
✨ Core Offerings:
- 30 days holiday (pro rata)
- Private medical insurance
- Pension scheme – competitive contribution
- Performance-related bonuses
- Training & career development
✨ Salary Sacrifice Perks:
- Tech/Subscription benefits
- Life Assurance protection
✨ Wellbeing & Society:
- Green policies, volunteering paid leave (2 days/year)
- Wellhub – Health & wellness options
✨ Culture:
- Fairer Banking – Customer-owned, socially-minded mutual
- Respect, recognition, and growth opportunities
Successful applicants will reflect Nationwide’s varied achievements: Empowering communities, championing fair financial practices, and embracing innovation.
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