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Customer Journey Senior Manager at Nationwide

, , United Kingdom -

Full Time

Start Date

Immediate

Expiry Date

30 Jul, 26

Salary

0.0

Posted On

01 May, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer journey mapping, Strategic transformation, Business strategy, Investment case development, Continuous improvement, Stakeholder management, Project prioritization, Customer service experience, Operational strategy, Business impact analysis

Industry

Financial Services

Description

As a Customer Journey Senior Manager, you are the person who will champion end-to-end customer journeys. You will own and develop the customer journey vision and roadmaps, translating the end-to-end business strategy and working with operations to define the required customer service experience, covering both strategic transformation and continuous journey improvement. You will support the development of robust investment cases for change, ensuring initiatives are clearly defined, prioritised, and aligned to either strategic initiative or continuous improvement portfolios to maximise business impact and customer outcomes. 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 be located at our nearest regional hub. There will be a need to regularly connect with colleagues for collaboration in one of our office sites. If your application is successful, your hiring manager will provide further details on how this works. 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.

Responsibilities

The Senior Manager will own and develop the end-to-end customer journey vision and roadmaps while translating business strategy into operational service experiences. They are responsible for defining and prioritizing initiatives to maximize business impact and customer outcomes.