Flexible Work, Better Balance
Glasgow, United Kingdom
Senior Manager – Customer Journey Performance (Business Banking)
Nationwide invites you to lead the performance measurement and improvement of our end‑to‑end Business Banking customer journeys. You’ll bring together data, research, and frontline insight to create a clear, connected view of the customer experience across digital, phone and colleague‑supported channels.
You’ll own our journey performance approach: define the measures that matter, build dashboards and reporting, and translate insight into actionable recommendations. Working closely with Business Banking teams and stakeholders, you’ll identify friction, diagnose root causes, prioritise opportunities and track the impact of improvements over time. You’ll build strong relationships across the organisation, influence senior stakeholders and coach teams to use customer insight to improve outcomes and commercial performance.