Customer Journey Senior Manager

at  Nationwide

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, by 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.
The role will sit in Retail Business Services bringing business services teams together to provide business critical services across all of Retail whether in Service, Operational or Product areas.
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, London or Northampton 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.
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

We are looking for:

• A good communicator, with an awareness of a wide range of modern ways of working across systems, design and customer journey thinking.
• An influencer and highly collaborative, with experience traversing traditional business units and incorporating business and technology teams.
• A problem solver, with ability to advise, prioritise, and measure success. Combined with the ability to choose correctly from alternative solutions.
• Experience of setting a compelling vison and supporting roadmap, with ability to work across short, medium and long-term timescales.
• A customer centric individual with experience dealing with customers who require help with a significant event or when they get into financial difficulty.

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.

You’ll work closely with the key stakeholders to set and prioritise the end-to-end change agendas for key customer journeys, to start these will be, when a customer requires help with a significant event (e.g. a bereavement, a caring responsibility, or a sickness/health issue) or when something goes wrong and they get into financial difficulty, working closely with our specialist customer support, (Bereavement, Third Party Access and Specialist Support) and collections and recoveries teams.
We’ll need you to develop and communicate a clear end to end journey vision and roadmap, driving an improved customer journey experience based on customer insight.
This will require you working collaboratively on a day-to-day basis with, for example, customer service design experts, operations, retail product, business services change resource and technology product owners to facilitate delivery of the roadmap.
Ultimately, we want to drive good customer outcomes, that are good for everyone. As well as develop new customer propositions and personalisation choices, enabling ‘uniquely Nationwide’.