Lead Product Manager Process Ownership – 12 Months Fixed Term Contract

Nationwide; Nottingham; Hybrid; GBP 50,000 - 70,000; Full time

Job summary

Join Nationwide as a Lead Product Manager in the Retail Products team, where you will enhance end-to-end processes and improve customer journeys. You will lead initiatives to drive efficiencies, influence stakeholders, and create exceptional customer outcomes, all while enjoying flexible hybrid working arrangements.

Benefits

Personal pension scheme

Paid volunteering days

Life assurance

Salary sacrifice benefits

Access to health and wellness options

Annual performance-related bonus

Access to training and development

25 days holiday, pro-rata

Qualifications

• Established Product or Process Manager with banking industry knowledge.
• Experience overseeing and redesigning processes in Financial Services.
• Proven experience delivering process improvements and coordinating change.

Responsibilities

• Lead activities in Retail Products to manage processes and improve customer outcomes.
• Shape future strategies for process efficiencies and enhance the customer journey.
• Build strong stakeholder relationships to challenge process designs and drive improvements.

Skills

Stakeholder Management

Process Improvement

Customer Experience

Leadership

Job description

This role is an excellent opportunity within our Retail Products team on a 12 month secondment, where you will be responsible for shaping and leading our approach to E2E product and process management, and influencing our stakeholders across the business to improve our processes.

There’s never been a more exciting time to join our Retail Products team, as we work to enhance our propositions and end to end customer journeys.

As end to end process owners, it is our job to understand our processes and how they perform, looking for and delivering opportunities to drive improvements to customer experience and outcomes, helping us to prevent issues and doing so in an efficient and well controlled way.

While your work will involve looking at all aspects of process performance and improvement, your immediate focus will be on working as part of a cross-product team to help shape and role model our approach, setting us up for success and enabling others in the team.

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 London, Swindon or Northampton office. 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.

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

You’ll lead and deliver activities in Retail Products, collaborating with colleagues from right across the Society to enable the effective management of our Retail Products and E2E processes, ensuring that we focus improvements in the right areas so that processes are well controlled, efficient and delivering exceptional customer outcomes.

As Lead Product Manager within Retail Products you’ll:

• Play a leadership role as part of the cross-product team working on process ownership
• Shape the future strategy for our processes, looking for opportunities to deliver efficiencies, enhance the customer journey and leverage capabilities for automation
• Take ownership for our processes, developing an excellent understanding of them and the potential customer harms within them, and lead activity to reduce the potential for harm and issues to materialise
• Build strong relationships with our stakeholders who operate and support our processes, to challenge whether processes are well-designed and operating effectively and drive the need for improvement
• Where issues and opportunities to improve processes are identified, ensure that actions are in place to address and track them through to completion
• Build a good appreciation of Nationwide’s risk framework and internal policies to enable us to identify and resolve any issues in a well-controlled way
• You’ll also support the broader Retail Products team with overall objectives

About you

The minimum requirements for the role are:

• You’ll be an established Product or Process Manager with good knowledge of the banking industry and an understanding of governance and regulation
• Experience of overseeing and re-designing processes within Financial Services and leading and coordinating activities across multiple business areas
• Proven experience of delivering end to end process improvements by coordinating change and engaging with and influencing stakeholders at Senior Manager level
• Able to evidence having previously worked on projects to improve customer journeys and mitigating the risk of harm
• Experience of working across multiple business areas and processes, making connections and identifying best practice and opportunities for consistency and efficiency

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
• 25 days holiday, pro rata

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.

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