Customer Journey Manager

As a Customer Journey Manager, you will be responsible for shaping and improving the end-to-end experience for our customers, ensuring every interaction is simple, consistent, and aligned with our strategic goals. Your work will help customers achieve their objectives while driving business growth. In this role, you will design and optimise journeys by mapping interactions across all touchpoints, identifying pain points, and creating strategies that enhance satisfaction and loyalty.

You will influence investment decisions and define the scope, objectives, and “definition of done” for initiatives driven by the Customer Journey Management function, providing clear guidance to the Chief Information Office (CIO) for delivery and ensuring these initiatives drive real value. Using customer feedback, analytics, and performance metrics, you will make data-driven decisions to identify opportunities and implement measurable improvements.

Collaboration is key, as you will work closely with teams across Nationwide, including marketing, product, operations, and service to deliver a unified, customer-centric approach.

You will monitor journey performance, adapt to changing customer needs, and champion continuous improvement to keep processes competitive and relevant. Acting as the voice of the customer, you will ensure their needs and expectations shape our decisions and solutions. Additionally, you will work with payments strategy to develop and maintain Nationwide’s position on key industry and payment scheme changes, assessing impacts, influencing stakeholders, and shaping internal change. Staying ahead of market trends, you will introduce innovative ideas and best practices that enhance the customer experience and keep us at the forefront of the industry. Ultimately, this role is about creating journeys that are intuitive, rewarding, and aligned with our purpose of helping members achieve financial well-being through insight, collaboration, and strategic thinking.

We are happy to consider flexible working approaches to help you perform at your best.

This is a 12-month secondment opportunity.

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 Swindon or London office. If your application is successful, your hiring manager will provide further details on how this works. You can also find out more about our approach to hybrid working here. 

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.

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.

What you’ll be doing

If you love solving problems, shaping experiences, and influencing how millions of customers interact with a trusted brand, this role is for you.

A typical day as a Customer Journey Manager is fast-paced and varied. You might start by reviewing journey roadmaps and backlogs, shaping the scope and objectives of new initiatives to ensure they deliver real value for customers. Collaboration is key, you’ll work with colleagues across Nationwide to turn ideas into actionable initiatives and provide clear guidance on the ‘what and the why’ into the CIO for delivery. Your day could include analysing customer feedback and data to refine journey maps, updating customer profiles, and identifying pain points that drive improvement. You’ll also keep an eye on industry and payment scheme developments, influencing Nationwide’s position and ensuring our journeys stay compliant and future-ready. Every day, you’ll be making decisions that directly impact how members experience our services.

About you

As a minimum you will have:

• Understanding of Nationwide’s electronic payment journeys (eg. FPS, BACS, CHAPS etc), payment schemes, and legal and regulatory requirements (including Sanction screening)
• Ability to define scope, objectives, and “definition of done” for initiatives and translate these into clear delivery guidance
• Analytical skills to interpret customer feedback, performance metrics, and market trends to drive decisions
• Experience collaborating across business and technology teams and influencing stakeholders at all levels, including external bodies
• Experience in managing key artefacts such as roadmaps, journey maps, backlogs, and vision documents, with experience in prioritisation and backlog planning
• Written and verbal communication skills, with the ability to present complex information in a clear, actionable way

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:

• 25 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

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 manager for this role is Pamela Foley, and the main recruitment contact is Nathan Richens.