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Digital Service Optimisation Manager - 12 Month Fixed Term Contract

Digital Service Optimisation Manager - 12 Month Fixed Term Contract

  • Location: Wiltshire, South West England
  • Salary: £50,840 - £73,436
  • Contract Type: Fixed Term Contract
  • Ref: R002203643
  • Closing Date: 27 May 2019

Job description

There’s never been a better time to join Nationwide, the world’s largest Building Society…

Last year more people opened an account with us than with any other brand! We have one of the highest customer satisfaction ratings in the industry and continue to be voted the UK’s most trusted financial services brand. As a Mutual Society, we’re owned by our members not shareholders, so their needs are at the heart of everything we do, which makes working here feel really different than ‘for-profit’ companies.

We have an impressive 91.5% customer satisfaction score for our Banking App as well as reaching 4.8 stars in the AppStore. Every month we see 15.2 million visits to our website. Our members make a payment or transaction on our digital services 18.3m times each month and log in to our Banking App 60,000 times an hour.

Whilst we have great success so far, we obsess about our members and their experience across digital channels and need to respond faster than ever. We are on a hugely exciting and ambitious journey to deliver legendary service across our digital estate, to create an open digital platform to accelerate progress and to become the best place to work for digital talent. This is all designed to ensure we meet our members needs not just for today but ensure we’re ready for their needs of tomorrow too.

As part of our evolving Optimisation team, you’ll be accountable for managing a small team of analysts that deliver insight and hypotheses that are tested and will ultimately deliver real business value. You’ll work collaboratively with the leadership of the Product, Proposition, Brand and Marketing teams to understand business priorities and hence develop optimisation strategies that marry the needs of the Society and it’s commercial targets together with the needs of our members.

And we’re building our Digital community with new perspectives, diverse backgrounds, and richly varied experience. And that’s where you come in...

Who we're looking for

In this role as Digital Service Optimisation Manager, we’ll need you have people management experience and have demonstrated the ability to continually optimise digital assets through A/B testing techniques. You’ll have the gravitas and excellent stakeholder management to stand up for what is right, winning people over with your expert influencing, negotiation and facilitation skills. You will have a numerical background so that you are able to easily interpret analysis and results packs and ensure that we are able to tell the story and get the relevant buy in from our stakeholders. A key part of the role will also be to champion Optimisation within the business so that is clear what we do and the benefits of testing within the society.

What you'll be doing

• Determine and champion the optimisation objectives and strategies for the digital estate

• Be accountable for operational management and delivery of service, customer journey and user experience optimisation and improvement

• Support the strategic corporate planning process to ensure appropriate service, ease of use and targets are set for member service

• Develop and maintain performance metrics relevant to the delivery of strategic targets and objectives

• Maintain an understanding of the latest industry-leading digital member experience optimisation practices, opportunities and trends through senior networking and own research, provide specialist industry insight and inspire senior stakeholders and leaders with the possibilities

• Champion the role of member experience and service optimisation and best practice across the Society and to advise product and proposition development, including providing optimisation advice to support key development programmes

• Manage a team of 3-10 digital professionals; creating a high-performance centre of excellence

• Design a leading-edge analytical test and learn culture and oversee the development and maintenance of test and analysis practices to refine the strategy and to ensure that the effectiveness and continuous improvement of our member services and support

• Design and maintain the process model for monitoring, assessment and optimising the performance of the Society’s digital service and member experience

• Ensure that your team’s deliverables meet or exceed the Mobile & Digital Experience department’s quality standards, Nationwide’s regulatory and compliance obligations

The extras you'll get

As part of our team, you’ll receive:

• Access to training to help you progress and develop your technical skills and career
• Pension scheme where if you pay in 7% we’ll top it up to 23%
• 24 days’ holiday plus bank holidays
• Car allowance £4,656
• The ability to 'buy’ up to 10 days more holiday
• Access to an annual performance related bonus scheme
• Flexible benefits scheme giving you access to discount vouchers at various retail outlets

Work with PRIDE

Princes Responsible Business Network
Stonewall Diversity Champion
Business Disability Forum Member
(D&A) DIGITAL 1

Why work for us?

As the world’s largest building society, with communities at the heart of everything we do, we aim to do the right thing for our members and build society in the right way but we need talented people who share what we believe in.

At Nationwide we have a strong ethic of care, and a genuine concern for each other and our members. We recognise that our employees feel most appreciated when their thoughts and values are respected and considered. We are committed to creating a culture that recognises and truly values our individual differences and identities. If you’d like to be a part of an inclusive workplace where you can be yourself, where your talents are nurtured and you feel empowered to contribute then please apply and help us in building society, nationwide.

So, help us build on our values and in return, we’ll invest in you, providing great career opportunities, development and work life balance!

Interested? We’d love to hear from you...