Senior Manager, Digital Service (Product)

Nationwide Building Society; Swindon; Hybrid; GBP 70,000 - 90,000; Full time

Job summary

A leading financial services provider is seeking a Senior Manager for Digital Service to drive business performance and enhance digital channels. The role involves strategic leadership, stakeholder engagement, and ensuring customer-focused service delivery. With a flexible hybrid working model, this position offers the opportunity to make a significant impact on customer experience and operational excellence.

Benefits

Personal pension with employer contribution

Paid volunteering days

Life assurance worth 8x salary

Salary sacrifice scheme benefits

Health and wellness options

Performance-related bonus

Career development training

30 days holiday pro rata

Individual healthcare cover

Qualifications

• Proven ability to create improvement and change strategies.
• Experience of Retail Banking Services management.
• Strong performance manager with financial awareness.

Responsibilities

• Own and implement strategy to achieve business objectives.
• Design strategies for customer satisfaction and profitability.
• Identify and mitigate product and operational risks.

Skills

Leadership

Influencing

Performance Management

Customer Focus

Education

Degree or professional qualification equivalent

Relevant post graduate managerial qualification - e.g. MBA

Job description

As a Senior Manager for Digital Service you will be accountable for business performance targets and performance of digital channels/journey. You will have delegated responsibility for governance and control in that channel/journeys including pan-Retail authentication processes.

You will be the primary point of business engagement for your channels into the IT, Marketing teams and across the Retail function. This role will support The Head of Digital Services in establishing Retail strategy – across Digital, Authentication and self-service (chat/IVR) in line with Retail Channel strategy and driving roadmap through-data driven opportunity and business case definition.

Retail Business Services function is a growing, exciting and dynamic area providing key support across Retail aligned to the Nationwide Blueprint and driving Simply Brilliant Service through and to our Retail teams.

We work closely with a wide range of stakeholders from across Nationwide on a variety of deliveries. Everything we do has a direct impact on Nationwide’s success whether as a result of improving service offerings, enhancing processes or mitigating risk – in this team you will make a direct difference to our customers and employees.

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 or London office. 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.

What you’ll be doing

• Own, develop lead, and implement a strategy that achieves the key business and financial objectives of the value stream.
• Design and develop effective strategies and techniques appropriate to differentiated customer segments and distribution channels to achieve the key product objectives including customer volumes, satisfaction and customer profitability.
• Identify and own product and operational risks for the team, and ensure plans are in place to mitigate.
• Own, optimise, develop and deploy the product MI to maximise the understanding of business performance and product returns.

About you

• A thorough understanding of digital product performance, service and profitability.
• A proven ability to create improvement and change strategies, and the ability to create and implement plans that will deliver those strategies.
• A proven record of achieving stretching commercial and financial targets in a matrix-management organisation.
• Degree or professional qualification equivalent and/or relevant post graduate managerial qualification - e.g. MBA.
• Experience of Retail Banking Services management with senior management experience of financial services products and digital processes.
• An excellent enterprise Leader, with proven ability to run cross functional teams at a senior level.
• An influencer, who can achieve desired outcomes to Director level across divisions and internally and externally.
• A strong performance manager, with a sound financial awareness.

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.

The extras you’ll get

There are all sorts of employee benefits available at Nationwide, including:

• A personal pension – if you put in 7% of your salary, we’ll top up by a further 16%
• Up to 2 days of paid volunteering a year
• Life assurance worth 8x your salary
• A great selection of additional benefits through our salary sacrifice scheme
• Wellhub – Access to a range of free and paid options for health and wellness
• Access to an annual performance related bonus
• Access to training to help you develop and progress your career
• 30 days holiday, pro rata
• Individual healthcare cover

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.

What to do next

If this role is for you, please click the ‘Apply Now’ button. You’ll need to attach your up-to-date CV and answer a few quick questions for us.

We respond to everyone, so we will be in contact shortly after the closing date to let you know the outcome of your application.