At a Glance
- Tasks: Lead performance measurement and improvement of Business Banking customer journeys.
- Company: Join Nationwide, a leading financial services provider with a commitment to innovation.
- Benefits: Enjoy private medical insurance, competitive pension, annual bonuses, and hybrid working options.
- Other info: Collaborative environment with opportunities for career growth and personal development.
- Why this job: Make a real impact by enhancing customer experiences and driving commercial success.
- Qualifications: Strong analytical skills and experience in performance measurement within banking.
The predicted salary is between 60000 - 80000 £ per year.
Nationwide invites you to lead the performance measurement and improvement of our end‑to‑end Business Banking customer journeys. You’ll bring together data, research, and frontline insight to create a clear, connected view of the customer experience across digital, phone and colleague‑supported channels.
What you’ll be doing
- You’ll own our journey performance approach: define the measures that matter, build dashboards and reporting, and translate insight into actionable recommendations.
- Working closely with Business Banking teams and stakeholders, you’ll identify friction, diagnose root causes, prioritise opportunities and track the impact of improvements over time.
- You’ll build strong relationships across the organisation, influence senior stakeholders and coach teams to use customer insight to improve outcomes and commercial performance.
About you
- A qualification in a mathematical, statistical or technical discipline, or experience in strategy development and 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 monitoring benefits over time.
Benefits
- 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
Hybrid Working
We offer hybrid working wherever possible. Your role will be based at our Glasgow hub. Regular collaboration events are anticipated to be monthly in Glasgow.
Equal Opportunity Statement
Nationwide is committed to the redeployment of employees impacted by change; applications from redeployment candidates will be prioritised in this process.
Senior Manager - Customer Journey Performance in Glasgow employer: Nationwide
Nationwide is an exceptional employer that prioritises employee growth and well-being, offering a competitive benefits package including private medical insurance, a robust pension scheme, and opportunities for professional development. With a strong focus on collaboration and a hybrid working model, our Glasgow hub fosters a supportive work culture where employees can thrive while making meaningful contributions to enhancing customer journeys in Business Banking.
