Senior Manager - Customer Journey Performance in Glasgow

As our Senior Manager for Customer Journey Performance, you’ll lead how we understand and improve performance across our end-to-end customer journeys in Business Banking. You’ll work at pace to bring together data, research and frontline insight to create a clear, connected view of customer experience as they start, run and grow their business – including digital, phone and colleague-supported channels.

You’ll shape and own our journey performance approach: defining measures that matter, building dashboards and reporting, and turning insight into practical recommendations that teams can act on. Working closely with teams across Business Banking and with key stakeholders, you’ll identify friction, diagnose root causes and prioritise opportunities to improve customer outcomes and commercial performance. A key focus will be deepening our insight across journeys – improving how we link customer feedback, complaints, contact reasons, operational performance and colleague observations.

You’ll champion a test-and-learn mindset, ensuring we can evidence what’s changing, why it matters, and where to focus next for the greatest impact. If you’re passionate about understanding customers, confident working with complex data, and skilled at influencing senior stakeholders, you’ll find real scope to shape how we measure and improve business customer journeys.

This is a new role in our Business Performance and Optimisation team. We work across Business Banking to bring together insight, reporting and performance. Developing and tracking the measures that matter and translating complex information into clear actions, we help shape strategic priorities, support delivery of our growth ambition and accelerate key initiatives.

Just as importantly, our work improves the day-to-day experience for customers: we spotlight where journeys are working well and what changes will make it easier for customers. The result is better outcomes, stronger advocacy and improved commercial performance for Business Banking.

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 be located at our Glasgow hub. There will be a need to regularly connect with colleagues for collaboration events, this is anticipated to be monthly in Glasgow.

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.

Responsibilities:

• You’ll lead how we measure and understand performance across our key business banking customer journeys, bringing together data, customer feedback and frontline insight into one clear view.
• You’ll work with digital, operations and product teams to spot where customers experience friction, problem solve to diagnose the root causes and then prioritise actions.
• You’ll develop the right framework, measures and reporting, turning complexity into insight that helps leaders and teams take action.
• You’ll track the impact of improvements over time, showing what has changed for customers and what it means for service, cost and growth.
• You’ll build a team and forge strong relationships across the organisation, influencing stakeholders and coaching others to use insight to improve outcomes for customers and the business.

About you:

As a minimum requirement, you’ll have:

• A qualification in Mathematical/Statistical/Technical discipline or knowledge of strategy development including modelling techniques.
• Excellent analytical capability, with hands-on experience using data to identify challenges, diagnose problems and quantify the customer and commercial impact of issues and opportunities.
• Experience leading performance measurement and insight in a retail or business banking environment.
• Experience designing and owning performance frameworks, measures and management information (including dashboarding and clear governance) that drive action at pace.
• Demonstrated ability to integrate multiple sources of insight (for example customer feedback, complaints, contact reasons, operational performance and colleague observations).
• Exceptional stakeholder management and influencing skills, including presentation skills.
• Ability to translate complex analysis into clear, accessible actions and insight, tailoring messages for different audiences and driving alignment on next steps.
• Track record of delivering measurable improvements through test-and-learn or continuous improvement approaches, and of monitoring benefits over time.

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:

• 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.