The Product Journey Owner – Business Banking leads end-to-end customer journeys across digital, branch and assisted channels, ensuring experiences are simple, effective, compliant and aligned to business strategy. Supporting the Senior Product Journey Owner, the role provides clear direction to cross-functional balancing customer needs with commercial, operational and regulatory priorities.
Becoming experts in the journeys you focus on, you’ll leverage a wide array of data and insights to continuously improve ‘front-stage’ (customer) and ‘back-stage’ (colleague) experiences.
The role is within the Business Banking function, responsible for supporting businesses, large and small, up and down the UK, to thrive.
This is a new role, reporting to a Senior Product Journey Owner, working collaboratively across the breadth of Business Banking (and beyond) to lead and drive journey-led thinking and action, relentlessly improving customer experiences leading to customer growth and retention.
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 or Northampton office. If you are aligned to our Glasgow or Edinburgh hub (as this is your nearest location), there will be a need to regularly connect with colleagues for collaboration events. This is anticipated to be monthly in Glasgow or Edinburgh. 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.
Virgin Money is now part of Nationwide
Nationwide acquired Virgin Money in October 2024. Virgin Money continues to serve customers on the high street, and there will be a phased and considered integration over the coming years.
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.
If we receive a high volume of relevant applications, we may close the advert earlier than the advertised date, so please apply as soon as you can.
Responsibilities
What you’ll be doing
A typical day in this role is fast-paced, collaborative and relentlessly focused on improving and evolving the full range of journeys our customers (and colleagues!) engage in.
You’ll lead collaboration across a range of stakeholders and disciplines to understand customer journey experiences across all channels, through journey reporting KPIs you’ve helped to create, to achieve Key Results, 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, evolving regulation, as well as market and competitor insights to shape thinking and support balanced decision making.
You’ll blend day-to-day practical problem-solving and delivery with opportunities to think longer-term, 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.
A digitally-led, innovative thinker with multi-channel servicing experience and a customer-centric approach, you’ll connect, align and lead people and teams to deliver the best everyday banking experiences for Businesses in the UK.
About you
As a minimum, you’ll have/be:
- Extensive experience of meeting the everyday banking needs of business owners and users through a digital first approach, working hand-in-hand with technical and non-technical delivery partners
- Experience of delivering change across matrix structures within financial services, including business readiness, as well as operating effectively within an Agile delivery model
- Proven 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.
- A confident and effective communicator at all levels, challenging ideas and influencing decisions across other teams.
- Understanding of Business customer needs, including how businesses of all sizes manage their day-to-day finances and operate their businesses.
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.
Please note that should you be successful in securing this role, the job title on our internal systems will be Product Owner.
Contact Details:
Nationwide Building Society Recruitment Team
