Customer Journey Senior Manager - Business Banking in Glasgow

The Customer Journey Senior Manager will support the Customer Journey Lead and the Business Unit to translate strategy into the required service and experience for Business Banking customers, with particular accountability for payment journeys and associated operational outcomes. Contribute to developing a journey vision and roadmap covering strategic transformation and continuous improvement across Business Banking payments. The role will use knowledge of business and corporate banking customer needs, payment products, schemes, channels, servicing, controls and technology to increase flow and value.

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 Glasgow, Edinburgh, Gosforth or London office. If you’re based at our Glasgow office, this will apply from 1 April 2027 and ahead of that there will be a need to regularly connect with colleagues for collaboration events.

The Customer Journey Senior Manager for Business Banking Payments is responsible for shaping and delivering a market-leading payment experience for SME, commercial and corporate customers. Working closely with senior stakeholders across the business, the role will define and execute the strategic vision and roadmap for domestic and international payment journeys, driving customer satisfaction, operational resilience, value creation and continuous improvement. The role requires a deep understanding of Business Banking payment services, including complex customer requirements, authorisation structures, cash management solutions and high-value payment processing.

Leading cross-functional teams across Product, Operations, Payments, Technology, Risk, Compliance and third-party suppliers, the postholder will oversee the prioritisation and delivery of strategic investment and improvement initiatives. They will define business requirements, ensure end-to-end quality standards, and drive enhancements across all stages of the payment lifecycle, from initiation and authentication through to settlement, reconciliation and customer servicing. The role also fosters a culture of innovation, collaboration and continuous learning, while building relationships with internal leaders and external industry partners.

The successful candidate will balance customer outcomes, commercial objectives, regulatory obligations, fraud prevention and operational resilience within a complex payments environment. They will analyse and resolve business-critical challenges, influence strategic decision-making, and lead significant product, process and technology change programmes. With accountability for short, medium and long-term outcomes, the role focuses on delivering measurable business value through clear payment journey strategies, continuous optimisation and the successful delivery of transformational change.

As a minimum requirement, you’ll have:

• Significant and demonstrable experience in Business Banking or Corporate Banking payments within a bank, building society, payment service provider or closely related regulated environment.
• Deep knowledge of Business Banking payment products, propositions, customer journeys and operational processes, including payment initiation, mandates and entitlements, authentication, authorisation, routing, processing, settlement, returns, exceptions, investigations, reconciliation and servicing.
• Practical understanding of UK and international payment types and schemes relevant to business customers, including Faster Payments, Bacs, CHAPS, Direct Debits, SWIFT, SEPA, international and cross-border payments, bulk and file-based payments and account-to-account payments.
• Understanding of business customer needs including multi-user access, complex mandates, cash-flow visibility, payment limits, cut-off times, receivables, liquidity and cash-management capabilities.
• Experience in digital or non-digital product ownership or management, systems and design thinking, value-stream mapping, technical leadership or delivery leadership.
• Experience working in a technical environment with an understanding of payment platforms, APIs and integration, development, testing and the software delivery lifecycle.
• Knowledge of payment-related regulation, scheme compliance, fraud, financial crime, sanctions, conduct, data, reconciliation, operational risk and operational resilience.

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.

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

• 30 days holiday, pro rata
• 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

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.

We’re a Disability Confident Level 3 Leader, the highest level. That’s why we’re constantly evolving our policies and practices to make sure everyone feels genuinely supported, valued, and empowered to champion inclusion. Whatever your needs, we’re here to support you.