Customer Journey Manager - Mortgages

at  Nationwide

Across Mortgages & Financial Wellbeing, we have an important journey ahead of us to build and maintain our position in the mortgage market and respond to changing customer needs, guided by the strategic pillars of More Rewarding Relationship, Simply Brilliant Service and Focused, Fit and Fast.
As a Customer Journey Manager, you will play a lead role in the shaping, steering and prioritsation of customer journey change activity that will enable us to deliver against this strategy and evolve Nationwide to be the building society of the future.
This is a role within the Business Services function of Mortgages and Financial Wellbeing, which is the shared service team responsible for enabling the wider business unit to execute against our strategy across both the Owner Occupied (Residential) and Landlord streams. You’ll work closely with other areas within the wider Business Services function to ensure the very best outcomes for Nationwide and our customers
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 of our Swindon, Bournemouth, Northampton or London offices. 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.
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.

ABOUT YOU

As a minimum you’ll have:

• Experience of leading complex programmes of business change in the Mortgage domain, which have delivered measurable outcomes
• A sound understanding and practical experience in working with Agile teams
• Experience of shaping and articulating complex narratives setting a compelling vision across a broad range of stakeholders
• Experience of clear prioritisation of backlogs which balance business, customer, colleague and risk dimensions
• A successful track record of translating ambiguous business change asks into fully shaped backlog
• Exceptional written communication skills and confidence and competence in presenting to large audiences that allow you to share a vision for and build commitment to change
• Strong critical thinking capability, with ability to comprehend and assimilate information rapidly, break down complex problems, and provide pragmatic solutions.
• Proven experience in strong influencing, negotiation and relationship management capabilities
• Excellent business and commercial acumen, with experience at developing comprehensive and compelling business cases
• Significant domain expertise in Mortgages, with strong understanding of member needs, internal policies and processes and regulations in these market segments

Our Customer First behaviours are all about putting customers and members at the heart of how we work together. You can strengthen your application by showing the behaviours that resonate with you, and how you might have already demonstrated these.

• Say it straight - This is about being honest and direct with good intent and saying what needs to be said in the room. It’s also about being clear, precise, and using language that we and, importantly, our customers and members can understand.
• Push for better - This is about aiming high and constantly looking for better in how we work together and serve our customers and members.
• Get it done - This is about prioritising what will have the greatest impact, being decisive and taking accountability for delivering on the end-to-end outcome.

We know applying for jobs can sometimes feel like you’re sending an application into a black hole. We review each application individually. So, it’s a good idea to call out your most relevant experience on your application to give yourself the best chance.

As a Customer Journey Manager, you will work in partnership with the Mortgages & Financial Wellbeing Leadership team and senior stakeholders both within the Function and across the wider Society to prioritise customer journey transformation projects and programmes linked to our service and operational excellence priorities.
This will include strategic investment and continuous improvement across our customer journeys, in order to enable our colleagues, improve our customer experience, reduce risk, improve controls and drive simplification.
Experienced in shaping and incepting new activity, you will be comfortable leading through ambiguity and working with diverse groups of people to develop robust business cases and translating ideas into tangible and executable change initiatives.
You will be expected to articulate a compelling story for change across all levels of the organisation and lead, unite and unify your teams behind a common goal, common outcomes and shared delivery plan.