Customer Journey Manager - Business Banking

The Customer Journey Manager supports the Customer Journey Senior Manager to translate strategy into the required service and experience for Business Banking customers, with accountability for payment journeys and associated operational outcomes.

Embedded within collaborative, cross-functional change teams, the role shapes and delivers objectives and key results, ensuring alignment between customer outcomes, payment capabilities, regulatory obligations, delivery priorities, capacity and cost.

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 Glasgow, Edinburgh, Gosforth or London office. If you’re based at our Glasgow office, this will apply from 1 April 2027 and ahead of that there will be a need to regularly connect with colleagues for collaboration events. If your application is successful, your hiring manager will provide further details on how this works. 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

The Customer Journey Manager for Business Banking Payments plays a key role in shaping and delivering customer-focused payment experiences that support SME, commercial and corporate banking customers. Working closely with cross-functional teams, the role is responsible for defining objectives, key results and roadmaps for payment journeys, ensuring priorities align with customer needs, business strategy, regulatory requirements and operational resilience. The postholder will use their knowledge of business banking and payments to translate customer and business needs into measurable outcomes, service improvements and change initiatives.

The role works collaboratively with Delivery Managers, Business Designers, Engineers, Product Owners and payment specialists to prioritise and deliver initiatives that improve customer value while balancing risk, cost and delivery pace. They will manage dependencies across payment platforms and banking services, engage with stakeholders across Operations, Treasury, Risk, Compliance, Financial Crime and Technology, and drive alignment across business areas. Building relationships with internal teams, industry bodies, regulators and strategic partners, they will help secure support, resolve conflicts and ensure the successful delivery of business and customer outcomes.

The successful candidate will analyse complex customer, operational and regulatory challenges, making informed recommendations and trade-offs to optimise payment services and business banking journeys. They will proactively identify risks, resolve dependencies and support significant change programmes affecting customers, colleagues, technology platforms and payment operations. With a focus on continuous improvement, they will track performance, benefits and customer outcomes, using evidence-based insights to influence future priorities and contribute to the delivery of long-term strategic goals.

About you

As a minimum requirement, you’ll have:

• Significant and demonstrable experience in business banking, corporate banking or commercial banking, with understanding of the needs and behaviours of business customers
• Significant experience of payments, including customer journeys, payment products, operational processes, controls, risk and the technology that supports payment services
• Practical knowledge of relevant UK and international payment types and schemes, with the ability to apply this knowledge to customer and business outcomes
• A successful track record of translating business banking and payments knowledge into clear outcomes, requirements, roadmaps and prioritised change
• Experience delivering change in a regulated financial services environment, working with technology, operations, risk, compliance and financial crime stakeholders
• Commercial, analytical and problem-solving skills, with the ability to use data and customer insight to make balanced decisions
• Creative thinking and the ability to turn ideas and concepts into a compelling vision and achievable outcomes

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:

• 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.

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.

Keeping your data and personal information confidential is important to us. To find out more about how we use and process your data, please read our Privacy policy.

If you want to find out more about using AI in our recruitment process, please read more here.

Disability Confident

We’re not just guided by data, we’re driven by the real experiences of our people. We’re a Disability Confident Level 3 Leader, the highest level.

That’s why we’re constantly evolving our policies and practices to make sure everyone feels genuinely supported, valued, and empowered to champion inclusion. Whatever your needs, we’re here to support you. If you need any additional support throughout your application journey, email our team at Recruitment Support.

Apply safely with 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.

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