Senior Product Owner (Conversational Banking) – Contact Centre Technology - 10 Month Fixed Term[...]

This role is a key leadership role in the Customer Servicing CIO, part of Customer Technology & Payments, COO. The Senior Product Owner will be the lead PO for the Conversation Banking Value Stream.

Our Conversational Banking channels (Voice/Telephony, Chat, Video) support over 20m customer interactions per year and are used daily by over 3,000 colleagues across Contact Centre, Economic Crime, Collections & Recoveries and MF&W. You will be joining the team at an exciting time and will have a significant opportunity to shape the future of our strategic platforms, directly improving customer experience and delivering significant business value. Last year we delivered over £2m of cost savings in to our retail operation. In 25/26, we have a target of £2.9m, and we believe there is opportunity to go even further and deliver even more for our customers and colleagues.

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 our London or Swindon offices. Whilst these locations are where we are primarily looking to fill the role, if you’re an internal applicant based in a different location we would welcome your application and if successful, your hiring manager will provide further details on how this could work for this specific role. You can also find out more about our approach to hybrid working here.

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.

What you’ll be doing

As the Senior Product Owner in Conversational Banking, you will play a key leadership role in the Customer Servicing CIO Portfolio, reporting to the Chief Product Owner.

You will lead our product ownership within the value stream and be accountable for setting the vision, strategy and roadmap for our Conversational Banking channels (Chat, Telephony, Video) and drive the prioritisation and exploitation of our strategic platforms (AWS Connect, LivePerson and IBM Watson)

Your objectives will include:

1. Set a visionary and ambitious strategy for our Conversation Banking channels and platforms, developing a multi-year business case and roadmap
2. Horizon scanning and thought leadership on the exploitation of strategic platforms and technology (AWS Connect, LivePerson, IBM Watson)
3. Drive the exploitation and adoption of emerging technologies, leveraging AI capabilities to improve colleague and customer outcomes
4. Relationship ownership of our key suppliers and technology vendors, driving the prioritisation of their roadmaps to maximise value for Nationwide
5. Roadmap and backlog prioritisation across voice, chat and video to maximise the value we deliver to our business users and our customers.
6. Senior stakeholder engagement across the key business areas that we support, regularly representing
7. Lead the product and BA disciplines within the Conversation Banking value stream, with direct line management responsibility

About you

• Previous experience of Product Ownership within a Contact Centre or Financial Services organisation
• Demonstrable experience of Conversational channels, products, services and/or technology
• Proven experience of setting and executing a multiyear product strategy and roadmap, with a focus on customer and value
• Excellent communication skills, with experience of managing a wide range of senior stakeholders to build and maintain relationship up to executive level
• Strong business and technical acumen, demonstrating an ability to translate business problem statements in to opportunities for technical solutions
• Ability to define a clear vision, along with experience and a creative thinker who can translate ideas and concepts into visions and outcomes
• Strong product ownership, business analysis and ways of working background
• Outstanding interpersonal skills, ability to nurture and lead a high performing team leveraging individual styles and preferences

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

There are all sorts of employee benefits available at Nationwide, including:

• 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
• 30 days holiday pro rata
• Individual healthcare cover

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.

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