We have an exciting opportunity within our Digital Business Banking Team (Business Tribe) where we’re on the lookout for a Digital Trading Manager for our Business Banking Onboarding team. The opportunity to join the team has come at a critical time for Business Banking as we continue to drive improvement and innovation across Business Banking, focusing on improved Customer Experience (CX) and continued customer growth.
You’ll be working within Business Tribe.
This role will have responsibility for the performance of the end-to-end digital Business sales journeys with specific focus on the Business Current and Notice account onboarding journey. This will include day-to-day operational trading performance, as well as identifying, prioritising, optimising and implementing digital and operational improvements to deliver on CX and acquisition targets. At all times ensuring that we meet all regulatory and financial crime requirements.
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 be assigned to our nearest regional hub. There will be a need to regularly connect with colleagues for collaboration events in one of our office sites. This is anticipated to be monthly in our Glasgow office. If your application is successful, your hiring manager will provide further details on how this works.
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 be working within Business Tribe.
This role will have responsibility for the performance of the end-to-end digital Business sales journeys with specific focus on the Business Current and Notice account onboarding journey. This will include day-to-day operational trading performance, as well as identifying, prioritising, optimising and implementing digital and operational improvements to deliver on CX and acquisition targets. At all times ensuring that we meet all regulatory and financial crime requirements.
The role will work in conjunction with Marketing, Business Product Team, onboarding squads, Account opening team, Fraud, Regulatory Risk and the Chief Information Office to execute and drive our digital sales and CX performance. This includes working with stakeholders to understand the drop-out from the online digital sales journey and recommend required actions.
A key growth area of the organisation, the role holder will be accountable for identifying and improving trading performance primarily across Business Current and Notice Accounts, with product remit increasing in line with growth in digital onboarding journeys along with improving Customer Experience scores and time to open.
About you
As a minimum, you’ll have/be:
- Comfortable working with technology and the ability to engage in discussion with tech teams to understand decisions and risks
- Confidence in prioritising change and engaging with a broad stakeholder community
- Excellent communication skills with the ability to communicate complex messages and trade-offs and tell a compelling story
- The ability to influence a diverse group of stakeholders across the business with demonstrable leadership skills
- Exceptional problem-solving capabilities with the ability to lead the team to push the solution
- Analytical and data experience with tools such as excel, AI and Power BI and you’ll be confident in your ability to interpret data
- A challenger mindset and passion to challenge the status quo to find new solutions and drive out of the box ideas – you love embracing change
- A proven track record of delivering customer centric solutions
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.
The hiring managers for this role are Wilson Ferguson and Rob Sharp, 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 Digital Sales Manager.
Contact Details:
Nationwide Building Society Recruitment Team
