Assistant Product Manager (Current Accounts)

This role is a fantastic opportunity in the Retail Products team for someone wanting to build on their career in product management, where there will be a strong focus on improving processes and customer outcomes working with stakeholders across the business. There’s never been a more exciting time to join our Retail Products team, as we work to enhance our propositions and end to end customer journeys.

As end to end process owners, it is our job to understand our processes and how they perform, looking for and delivering opportunities to drive improvements to customer experience and outcomes, helping us to prevent issues and doing so in an efficient and well controlled way. While your work will involve looking at all aspect of process performance and improvement, your immediate focus will be on strengthening our approach to identifying issues and gathering and understanding insight into how our processes are operating.

The working hours (per week) for this role can be between 28 and 35 Hours. We are happy to consider flexible working approaches to help you perform at your best. 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 London, Swindon or Northampton office.

What you’ll be doing:

• You’ll work with our Product Managers and colleagues from right across the Society to support the day-to-day running and monitoring of our Retail Products and E2E processes.
• You’ll be part of a team who helps us build and act on insight to improve processes and deliver exceptional customer outcomes.
• As Assistant Product Manager within Retail Products you’ll:

• Build a strong understanding of retail processes and customer journeys and identify opportunities to improve these to deliver improved customer experience and outcomes.
• Deliver activity to reduce the potential for customer harm or other issues to materialise from our processes.
• Identify issues and opportunities to improve our processes, and where identified work with Product Managers and other stakeholders to agree and monitor actions to address them.
• Deliver and enhance our approach to collating and managing information that provides process insight and enables us to effectively monitor process performance.
• Use your analytical skills to provide detailed analysis into complaints, customer satisfaction and other insight to support decision making e.g. around the prioritisation of improvements.
• Work closely with colleagues across the business, for example Retail and Risk teams to investigate issues and complaints and put it right when things go wrong.

About you:

The minimum requirements for the role are:

• Previous experience of identifying and delivering process improvements.
• Experience working with data, generating insight, and providing well informed recommendations.
• Excellent interpersonal skills and proven ability to build relationships and collaborate successfully with a wide range of stakeholders.
• Be able to work well independently and on your own initiative whilst balancing team priorities.
• Must be curious and analytical with experience identifying themes across processes and insight.
• Strong Word, Excel and PowerPoint experience, must be able to analyse data and produce MI and reporting.
• Understanding of banking and savings products.

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:

• A personal pension – if you put in 7% of your salary, we’ll top up by a further 16%.
• Up to 2 days of paid volunteering a year.
• Life assurance worth 8x your salary.
• A great selection of additional benefits through our salary sacrifice scheme.
• Wellhub – Access to a range of free and paid options for health and wellness.
• Access to an annual performance related bonus.
• Access to training to help you develop and progress your career.
• 25 days holiday, pro rata.

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.

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.