Customer Journey Manager
As a Customer Journey Manager, you will shape and improve the end-to-end experience for our customers, ensuring every interaction is simple, consistent, and aligned with our strategic goals. This role will specifically be focused on Virgin Money integration for Payments. Your work will help ensure customer payments can migrate to Nationwide seamlessly as well as consider future requirements for growth.
This role is about ensuring customers migrate from Virgin Money to experience payment journeys that are intuitive, rewarding, and aligned with our purpose of helping members achieve financial well-being. You'll combine insight, collaboration and strategic thinking to deliver experiences that make a real difference.
We are happy to consider flexible working approaches to help you perform at your best.
This is a 12-month secondment opportunity.
At Nationwide we offer hybrid working wherever possible. More rewarding relationships are supported through our hybrid approach, bringing colleagues together across our UK wide estate, whilst also supporting generous access to home working. We value our time in the office to solve problems, to learn, and to feel connected.
For this job, you'll spend at least two days per week, or if part-time, you'll spend 40% of your working time, based at either our Swindon, London, Bournemouth or Northampton office. If your application is successful, your hiring manager will provide further details on how this works. You can also find out more about our approach to hybrid working here.
Whilst these locations are where we are primarily looking to fill the role, if you're an internal applicant based in a different location, we would welcome your application and if successful, your hiring manager will provide further details on how this could work for this specific role. You can also find out more about our approach to hybrid working here.
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.
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 James Hockin and the main recruitment contact is Nathan Richens.
What you'll be doing
If you love solving problems, shaping experiences and influencing how millions of customers interact with a trusted brand, this role is for you.
A typical day as a Payment Integration Customer Journey Manager is fast-paced and varied. You might start by reviewing requirements that relate to the plan to migrate customers to Nationwide and how payment continuity can be maintained.
Collaboration is key, you'll work with colleagues across Nationwide to turn ideas into actionable initiatives and provide clear guidance on the 'what and the why' into the Chief Information Office for delivery. Your day is likely to spread across multiple topics and cover all four of the Integration Strategic Programmes.
About you
As a minimum, you'll have:
Understanding of payment journeys (e.g. Card transactions, Faster Payments, Open Banking, Bacs etc), payment schemes and legal and regulatory requirements
Ability to define scope and objectives for initiatives and translate these into clear delivery guidance
Analytical skills to interpret customer feedback, performance metrics and market trends to drive decisions
Experience collaborating across business and technology teams and influencing stakeholders at all levels, including external bodies
Experience in managing key artefacts such as roadmaps, journey maps, backlogs and vision documents, with experience in prioritisation and backlog planning
Excellent written and verbal communication skills, with the ability to present complex information in a clear, actionable way
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.
