Proposition Manager, Customer Engagement – Credit Cards

If you're excited by the opportunity to shape the future of customer engagement in the credit card market, then this Proposition Manager, Customer Engagement - Credit Cards role could be the perfect next step. We're not just a commercial team, we're a catalyst for change. Bold in our thinking and driven by innovation, we challenge convention to create market-leading propositions that deliver real value for our members. As part of Nationwide, every decision we make is guided by our purpose of serving members and communities, not shareholders. Joining during the integration of Nationwide and Virgin Money, you'll have the rare opportunity to help build something truly unique, developing new propositions and customer experiences that make a meaningful difference.

You'll take ownership of propositions from concept through to delivery, shaping and refining end-to-end customer journeys, reviewing communications, and using customer research and testing to understand what works best for customers. Working closely with a wide range of stakeholders and delivery teams, you'll connect customer insight with commercial strategy, confidently driving propositions forward while creating greater value for customers and the business. This is a fantastic opportunity to work on a high-profile transformation programme where there is plenty to learn, influence and shape from the ground up.

We're looking for a highly collaborative and adaptable proposition professional with extensive experience in credit card strategy, propositions and portfolio management. You'll bring a proven track record of delivering proposition enhancements that improve customer and commercial outcomes, a deep understanding of the credit card lifecycle, and the credibility to influence senior stakeholders while balancing competing priorities. Most importantly, you'll be someone who thrives on taking ownership, leading complex initiatives, and turning great ideas into successful customer-focused solutions.

You'll play a key role in shaping the experience of existing customers, helping to deliver innovative propositions and seamless journeys that create value for both customers and the business. Working closely with the Senior Manager, you'll provide leadership across the team, support transformational initiatives, and identify opportunities to improve processes, journeys and propositions to enhance efficiency and bring new ideas to life. This is an exciting opportunity to influence meaningful change while helping to deliver customer-focused solutions in a fast-moving environment.

Using data, customer insight and fair value assessments, you'll refine customer propositions, journeys and communications to create engaging experiences that align with strategic objectives. You'll work closely with senior stakeholders and teams across the business, using customer engagement data to inform decisions, optimise interactions across channels and identify opportunities to strengthen customer relationships, support growth and enhance commercial performance.

You'll also play an important role in ensuring strategies are delivered safely and effectively by partnering with Systems, Change and Operations teams to manage risk, maintain strong controls and support compliant delivery. Alongside this, you'll help shape and simplify commercial strategies, own key prioritisation and governance routines, and ensure resources are focused on the initiatives that will have the greatest impact for customers and the business.

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 be located at our nearest regional office or hub. There will be a need to regularly connect with colleagues for collaboration and in some locations you'll be expected to spend at least two days a week, or if part time you'll spend 40% of your working time, in the office. If your application is successful, your hiring manager will provide further details on how this works.

Nationwide acquired Virgin Money in October 2024. Virgin Money continues to serve customers on the high street, and there will be a phased and considered integration over the coming years.

You'll be employed by Nationwide from day one, delivering real impact and benefitting from a highly competitive range of benefits. We're a workplace where you're rewarded, recognised and celebrated.

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.

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:

• 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

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

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

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.

Recruitment scams can look convincing, so take a moment to check the role is listed on our official careers site and read our guidance on Don't be conned by a job scam.

The hiring manager for this role is Sarah McElroy, and the main recruitment contact is Lorraine Ifil.

Please note that should you be successful in securing this role, the job title on our internal systems will be Proposition Manager.