Product Manager – Customer Outcomes

Join us as a Product Manager – Customer Outcomes and take the next step in your product management career within our Retail Products team. This is an exciting opportunity to play a key role in shaping the Personal Current Account proposition, with a strong focus on delivering excellent customer outcomes and enhancing the end-to-end customer journey. You'll gain valuable exposure across the full product lifecycle, helping to understand product performance, identify opportunities for improvement, and drive positive change for our customers.

In this role, your focus will be on gathering, analysing and interpreting insights to understand how our products and processes are performing and whether they are delivering good outcomes. Working closely with a wide range of stakeholders, you'll use data driven recommendations to influence decisions, improve customer experiences and ensure effective ongoing product oversight. We're looking for someone with strong relationship building skills, a proactive and collaborative approach, and the ability to balance independent working with team priorities.

You'll bring a highly analytical and problem-solving mindset, with experience turning complex quantitative and qualitative data into clear, actionable insights. Strong Excel skills and proficiency in PowerPoint and Word will enable you to produce meaningful MI and reporting, while your confidence in presenting findings, leading discussions and highlighting governance considerations will help drive informed decision making across the business.

We are happy to consider flexible working approaches to help you perform at your best.

The working hours (per week) for this role can be between 28 and 35 hours.

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, Northampton or London office. 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

Working closely with the Current Account team and colleagues across the Society, you'll play a key role in the day-to-day management, monitoring and governance of our Personal Current Account products. This is an exciting opportunity to build your expertise across the product lifecycle, helping to maintain and enhance governance processes, strengthen oversight and ensure we continue to deliver great experiences and outcomes for our customers.

You'll support the development of customer outcome indicators, product performance reporting and wider Run the Business activities, bringing together customer, regulatory and performance insights to create a clear view of how our products are performing. Representing Current Accounts in cross-functional governance forums, you'll help drive continuous improvement, strengthen reporting and support informed decision-making across the business.

Using data, customer insight and analytical thinking, you'll identify trends, emerging risks and opportunities to improve controls, monitoring and customer outcomes. Working collaboratively with stakeholders across the Society, you'll also help simplify processes and increase automation, improving efficiency while contributing to the wider objectives of the Retail Products team and delivering lasting value for both our customers and the business.

About you

We're looking for a naturally curious and analytical individual who enjoys using data and insights to drive improvements and deliver better customer outcomes. You'll be confident working with information from multiple sources, collaborating with stakeholders and translating findings into clear recommendations that support effective decision-making.

As a minimum, we're looking for someone with the following skills:

• Experience supporting product governance, lifecycle management, customer outcome monitoring or control environments within a regulated business.

• Experience working with data, conducting both quantitative and qualitative analysis, generating meaningful insights and providing well considered recommendations, with the ability to take a holistic view across product functions and maintain effective ongoing oversight

• A strong numerical and analytical mindset, with excellent problem-solving skills and the ability to interpret complex data for a range of audiences. You'll be highly proficient in Excel, with good knowledge of PowerPoint and Word, and be comfortable producing MI, reporting and presenting monthly metrics, key findings and governance considerations

• A curious, inquisitive and proactive approach, with the ability to identify issues, uncover opportunities for improvement and challenge existing ways of working

• An understanding of banking products, Consumer Duty requirements and the importance of identifying, assessing and mitigating potential customer harm

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.

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