The Senior Product Owner – Business Banking leads the strategy, evolution and end-to-end performance of key digitally-led servicing journeys across Virgin Money Business Banking.
You’ll provide clear leadership to cross-functional teams across product, technology, operations, service design, risk, legal, fraud, financial crime, change and third-party partners. Accountable for shaping digital business banking customer experience, you’ll use customer insight, performance data, market intelligence and service design thinking to continuously improve digital servicing outcomes, while helping shape the future of Business Banking.
We have an exciting new opportunity within our Business Banking Team for a Senior Product Owner who is passionate about delivering brilliant digital servicing experiences, improving end-to-end customer journeys, evolving strategy and getting the job done.
The opportunity in the Business Digital Propositions and CX Team comes at a critical time for Business Banking as we seek to scale, improve and innovate the customer and colleague experience across our core digital assets, platforms and servicing journeys.
You’ll play a vital role within the digital Business Banking team, working hand in hand with technology, business colleagues and partners to set the strategic direction, evolve the vision and shape the roadmap for digital servicing interactions across Virgin Money Business Banking, including Business app, Business Internet Banking and Business Brochureware.
This is a senior, journey-led Product Owner role working collaboratively across the breadth of Business Banking and beyond. You’ll lead and drive customer-centric thinking and action, helping improve digital self-service, scalability, resilience, regulatory adherence, customer growth, retention and personalised experiences that support deeper customer relationships.
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.
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.
Responsibilities
What you’ll be doing
You’ll own and evolve the Business digital servicing proposition and associated journeys, including Business Internet Banking, Business app and Business brochureware, aligning to Business Banking strategy. You’ll set the vision, prioritise backlogs, define outcomes and balance customer, commercial, operational, risk and regulatory considerations.
You’ll lead end-to-end customer journey ownership across digital servicing channels, working with cross-functional teams to understand experiences, identify pain points, shape priorities and ensure delivery is aligned to strategic outcomes.
You’ll work with Product Owners to continuously refine the roadmap and backlog for digital servicing journeys, ensuring work is prioritised effectively and delivered through Agile squads in line with agreed OKRs (Objective Key Results) and business goals.
You’ll use a wide range of insight sources — digital servicing performance, adoption metrics, customer research, complaints, operational data, product development, regulatory change, competitor insight and market trends — to shape decisions, prioritise improvements and measure outcomes.
You’ll define and track journey-level KPIs (Key Performance Indicators) and OKRs, using them to drive accountability, performance improvement and tangible outcomes for customers, colleagues and the business.
You’ll collaborate with stakeholders across Business Banking and the wider enterprise to align priorities, manage dependencies, and ensure digital servicing improvements are coordinated and sequenced effectively.
You’ll ensure that digital servicing requirements are incorporated across wider initiatives, helping create a joined-up and consistent customer experience across channels and touchpoints.
You’ll support and coach Product Owners and squad members, sharing knowledge and driving capability uplift across the domain.
You’ll demonstrate strong leadership and role model the organisation’s Values and Behaviours, creating an environment where teams can perform and deliver at their best.
About you
As a minimum, you’ll have/be:
- Extensive experience as a Product Owner (or similar role) within digital Business Banking or financial services, with ownership of customer-facing digital journeys or platforms
- Deep understanding of Business Banking digital servicing channels (mobile and web), including associated propositions, systems, processes and commercial drivers
- Strong experience in backlog ownership, prioritisation, roadmap development and Agile delivery within cross-functional teams
- Experience leading end-to-end customer journeys across digital and assisted channels, with an understanding of both customer-facing and operational processes
- Experience working closely with technology teams, with the ability to engage in technical discussions, understand delivery constraints and translate business needs into requirements
- Exceptional understanding of risk, regulatory, fraud and financial crime considerations within Business Banking journeys
- Proven ability to influence and collaborate across matrix organisations, bringing together diverse stakeholders to deliver change
- Excellent communication skills, able to simplify complex ideas and clearly articulate priorities, trade-offs and outcomes
- Exceptional problem-solving skills, with the ability to lead through ambiguity and focus teams on delivering practical, high-impact solutions
- A customer-centric mindset with a passion for improving experiences and challenging the status quo
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:
30 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 Chris Johnson (chris.johnson1@virginmoney.com), and the main recruitment contact is Amy Bright.
Please note that should you be successful in securing this role, the job title on our internal systems will be Senior Manager Digital Service.
Contact Details:
Nationwide Building Society Recruitment Team
