Customer Journey Manager — Shape Exceptional Experiences (Hybrid)

Description This; Swindon; Hybrid; GBP 65,000 - 80,000; Full time

Benefits offered by this job

Private medical insurance

Annual performance bonus

Generous pension

Job summary

Nationwide is seeking a Customer Journey Manager to shape end-to-end customer experiences and drive value for members. You will map interactions across touchpoints, identify pain points, and craft strategies to enhance satisfaction and loyalty.

You will influence investment decisions, define scope and success criteria, and work with the CIO to ensure initiatives deliver measurable value. Hybrid working is supported across our UK estate, with a focus on Swindon or London offices.

Qualifications

• Understanding Nationwide’s electronic payment journeys and payment schemes.
• Ability to define scope, objectives, and definition of done for initiatives.
• Analytical skills to interpret customer feedback, performance metrics, and market trends.
• Experience collaborating across business and technology teams and influencing stakeholders.
• Experience in managing roadmaps, journey maps, backlogs, and vision documents, with prioritisation.

Responsibilities

• Review journey roadmaps and backlogs, shaping scope and objectives for new initiatives.
• Turn ideas into actionable initiatives and provide guidance on what and why to the CIO for delivery.
• Analyse feedback and data to refine journey maps and identify pain points to drive improvements.

Skills

Payment journeys

Scope definition

Analytical skills

Stakeholder management

Roadmaps & backlogs

Communication

Job description

Nationwide is seeking a Customer Journey Manager to shape end-to-end customer experiences and drive value for members. You will map interactions across touchpoints, identify pain points, and craft strategies to enhance satisfaction and loyalty.

You will influence investment decisions, define scope and success criteria, and work with the CIO to ensure initiatives deliver measurable value. Hybrid working is supported across our UK estate, with a focus on Swindon or London offices.