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, priorities, 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.
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 Bournemouth 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.
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