We have an exciting opportunity for someone to join our Business Digital Proposition & Customer Experience team, at a pivotal time for Business Banking as we continue to drive improvement, innovation and customer growth. You'll be working closely with teams across Customer Experience, Digital, Product, Technology and Operations, using customer insight, market research and competitor analysis to identify opportunities to improve customer journeys, increase digital adoption and shape future proposition development.
You'll ensure the Voice of the Customer informs strategic decision-making and investment priorities across the business.
You'll identify customer, journey and proposition gaps, assess how our offerings compare against the market, and translate insight into clear recommendations that improve customer outcomes. With a strong focus on future trends and evolving customer needs, you'll help shape the direction of our Business Banking propositions and experiences, ensuring we remain competitive, customer-focused and well positioned for future growth.
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, Northampton or Glasgow 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. Alternatively, you'll be located at our Edinburgh hub. 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.
Virgin Money is now part of Nationwide
Nationwide acquired Virgin Money in October 2024. Virgin Money continues to serve customers on the high street, and there will be a phased and considered integration over the coming years.
You’ll be employed by Nationwide from day one, delivering real impact and benefitting from a highly competitive range of benefits. We’re a workplace where you’re rewarded, recognised and celebrated.
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.
ResponsibilitiesWhat you’ll be doing
You'll be working within the Business Digital Proposition & Customer Experience team, helping shape the future of Business Banking through customer insight, market research and competitor analysis. Working closely with colleagues across Customer Experience, Digital, Product, Technology and Operations, you'll use external research and industry trends to understand evolving customer needs, identify market opportunities and influence future proposition development.
A typical day could involve reviewing market research, customer insight and competitor activity to understand how our products, services and digital experiences compare across the market. You'll identify customer, journey and proposition gaps, helping to shape recommendations on where Business Banking should focus to improve customer outcomes, increase digital adoption and remain competitive. You'll work with internal and external insight sources to bring a fresh perspective on emerging trends, changing customer expectations and best practice across the industry.
You'll also support the wider business by translating complex research and insight into clear, actionable recommendations, helping stakeholders understand where opportunities exist to improve customer experience and drive future growth. Alongside this, you'll contribute to journey reviews, customer experience reporting and ad hoc strategic projects, ensuring customer needs remain central to decision-making. This is a forward-looking role that combines insight, strategy and innovation, giving you the opportunity to influence the future direction of Business Banking propositions and experiences. No two days are the same, offering a mix of analysis, stakeholder engagement, research and strategic thinking, all focused on delivering better outcomes for our customers.
About you
As a minimum you’ll have:
- Experience using customer insight, market research and competitor analysis to identify opportunities and support business decision-making
- Strong analytical skills, with the ability to interpret data, identify trends and translate findings into clear, actionable recommendations
- Experience producing insight-led reports, presentations or business cases for stakeholders
- Strong communication skills, with the ability to explain complex information clearly to both technical and non-technical audiences
- Experience working collaboratively across multiple teams and building effective stakeholder relationships
- A proactive and curious mindset, with a genuine interest in customer behaviour, market trends and future opportunities
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.
Nationwide Building Society London, England Office
London, United Kingdom, 0
