An opportunity exists to join The Mortgage Works product team at an exciting juncture. Existing customer management has a huge focus and is key to us building more rewarding relationships with our customers. We’re looking to transform our end to end customer experiences for our existing landlords, ensuring we meet their needs and deliver value for the business.

You’ll play a key role in leading our Buy to Let (BTL) mortgage existing customer propositions, becoming an expert on our landlords and the experiences we offer them. You’ll identify areas for improvement, articulate a compelling vision and drive transformed experiences for our customers.

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 30 and 35.

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 Bournemouth 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

• Join a high performing team of product management professionals at the heart of the The Mortgage Works business
• Lead a range of initiatives that impact our 300k landlords, including developing loyalty/retention propositions and transforming our key customer journeys
• Play a lead role in managing our existing propositions, identifying areas for policy and process improvement and helping to deliver change
• Liaise with colleagues to ensure our customers receive communications that are clear and tailored to their needs
• Orchestrating and influencing key stakeholders across the organisation to help achieve product objectives and deliver against our strategy
• Working with the wider team to increase high performance, identifying coaching needs and supporting team members with their development

About you

The minimum requirements for the role are:

• You’ll have a strong background in product management or customer journey transformation
• Able to evidence proposition development that drives customer retention
• Knowledge of the UK housing market
• Experience of delivering product or customer engagement strategies
• Be an excellent relationship builder with high levels of stakeholder management, including presenting to and influencing at Director level (both verbally and in writing)
• Have experience of coaching team members to drive high performance.
• Be self-sufficient, have strong organisational skills and the ability to proactively manage your own work

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:

• A personal pension – if you put in 7% of your salary, we’ll top up by a further 16%
• Up to 2 days of paid volunteering a year
• Life assurance worth 8x your salary
• A great selection of additional benefits through our salary sacrifice scheme
• Wellhub – Access to a range of free and paid options for health and wellness.
• Access to an annual performance related bonus
• Access to training to help you develop and progress your career
• 25 days holiday, pro rata

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.

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