Senior Manager Digital Service

Nationwide Building Society; Swindon; Hybrid; GBP 60,000 - 100,000; Full time

Job summary

An established industry player is seeking a Senior Manager for Digital Service to drive business performance and digital channel governance. In this pivotal role, you will engage with IT and Marketing teams, shaping the Retail strategy for digital services. You'll lead initiatives to enhance customer satisfaction and profitability while managing risks effectively. This dynamic position offers the chance to make a significant impact within a supportive, hybrid work environment that values collaboration and innovation. If you're passionate about transforming digital experiences and leading cross-functional teams, this opportunity is perfect for you.

Benefits

Personal Pension Scheme

Paid Volunteering Days

Life Assurance

Salary Sacrifice Benefits

Health and Wellness Access

Performance Related Bonus

Career Development Training

Qualifications

• Proven ability to create improvement and change strategies.
• Experience in Retail Banking Services management.

Responsibilities

• Develop and implement strategies to achieve key business objectives.
• Identify and mitigate product and operational risks.

Skills

Digital Product Performance

Change Management

Financial Target Achievement

Cross-Functional Team Leadership

Risk Management

Education

Degree in Business or Management

MBA or Equivalent

Job description

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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

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.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Design, Marketing, and Strategy/Planning

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