Customer Journey Manager - Business Banking

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

The Customer Journey Manager for Business Banking Payments plays a key role in shaping and delivering customer-focused payment experiences that support SME, commercial and corporate banking customers. Working closely with cross-functional teams, the role is responsible for defining objectives, key results and roadmaps for payment journeys, ensuring priorities align with customer needs, business strategy, regulatory requirements and operational resilience. The postholder will use their knowledge of business banking and payments to translate customer and business needs into measurable outcomes, service improvements and change initiatives.

The role works collaboratively with Delivery Managers, Business Designers, Engineers, Product Owners and payment specialists to prioritise and deliver initiatives that improve customer value while balancing risk, cost and delivery pace. They will manage dependencies across payment platforms and banking services, engage with stakeholders across Operations, Treasury, Risk, Compliance, Financial Crime and Technology, and drive alignment across business areas. Building relationships with internal teams, industry bodies, regulators and strategic partners, they will help secure support, resolve conflicts and ensure the successful delivery of business and customer outcomes.

The successful candidate will analyse complex customer, operational and regulatory challenges, making informed recommendations and trade-offs to optimise payment services and business banking journeys. They will proactively identify risks, resolve dependencies and support significant change programmes affecting customers, colleagues, technology platforms and payment operations. With a focus on continuous improvement, they will track performance, benefits and customer outcomes, using evidence-based insights to influence future priorities and contribute to the delivery of long-term strategic goals.

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:

You can strengthen your application by showing how our customer first behaviours resonate with you, and where you may have already demonstrated these.

• 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

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.