At a Glance
- Tasks: Lead performance measurement and improvement of Business Banking customer journeys.
- Company: Join a leading financial institution with a commitment to innovation and customer experience.
- Benefits: Private medical insurance, competitive pension, annual bonus, and career development opportunities.
- Other info: Enjoy hybrid working and a supportive environment focused on growth.
- Why this job: Make a real impact by enhancing customer experiences and driving business success.
- Qualifications: Experience in performance measurement and strong analytical skills required.
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 employer: Nationwide
Nationwide is an exceptional employer, offering a dynamic work culture that prioritises employee growth and well-being. With access to comprehensive benefits including private medical insurance, a competitive pension, and opportunities for professional development, employees are empowered to thrive in their careers. The Glasgow hub fosters collaboration and innovation, making it an ideal location for those looking to make a meaningful impact in the Business Banking sector.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Manager - Customer Journey Performance
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We think you need these skills to ace Senior Manager - Customer Journey Performance
Some tips for your application 🫡
Highlight Your Analytical Skills:In the business intelligence field, showcasing your analytical skills is a must. Make sure your CV includes relevant experience with data analysis tools, programming languages like SQL or Python, and any projects where you've interpreted complex data sets to drive business decisions.
Showcase Your Business Acumen:Don't just focus on data; show us how you can apply your insights to real-world business problems. Highlight projects where you made a tangible impact on company performance, and be prepared to explain your thought process in your cover letter.
Tailor Your Documents for Us:When applying for a full-time role at Nationwide, tailor your CV and cover letter to reflect our organisational goals and strategies. Mention specific tools and methodologies that align with what we do—this shows you’ve done your homework and are genuinely interested in our mission!
Include Relevant Certifications:Certifications like Google Data Analytics or similar qualifications can really make you stand out in business intelligence. Include these in your application, as they demonstrate your commitment to the field and your willingness to stay current with industry standards.
How to prepare for a job interview at Nationwide
✨Show off your analytical skills
In a business intelligence role, you're going to need to demonstrate your analytical prowess. Be prepared to discuss specific tools you've used, like SQL, Tableau, or Power BI. Have real-world examples ready where you’ve turned data into actionable insights – this is what makes us shine in interviews!
✨Practice your technical know-how
Expect some technical questions during the interview that dive deep into your understanding of data modelling and analytics frameworks. Brush up on your knowledge of data warehousing concepts and be ready to tackle any real case scenarios they might present. They’ll want to see how you approach problems using your BI toolkit.
✨Portfolio of Projects
Since it's a full-time role, having a strong portfolio is key! Compile case studies demonstrating your previous projects, preferably showing how your insights led to business improvements. This can help us display how you think through complex datasets and your problem-solving process, which is what employers are keen on seeing.
✨Know their business model
Get familiar with Nationwide’s business model and recent data-driven decisions. Be prepared to discuss how your skills can specifically support their objectives or challenges. Understanding their landscape shows that you’re not just a data buff, but you’re also genuinely interested in how BI can impact their bottom line.
