Senior Business Intelligence Manager

We are looking for an experienced leader to set the direction and lead the data selections capability within the wider Service Journey Orchestration team. You will combine hands-on coding and selections with technical direction, resulting in high-quality outputs in a timely manner aligned with the operational plan.

This is a senior individual-contributor role at D1 level. You will develop and maintain outputs which enable critical service-based interactions to be effectively managed across the customer base. You will work across business, data, engineering, governance and risk teams to embed solutions safely and effectively across the Society.

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 our Swindon, London 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. 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.

Nationwide is committed to the redeployment of our employees impacted by change, as such applications for redeployment candidates will be prioritised in this recruitment process.

If you’re a colleague on long-term absence (for example, on parental leave) or a temporary worker, please use your personal email address to submit an application.

What you’ll be doing

You will lead the development and management of a service journey orchestration programme, ensuring it delivers against the Society’s strategic ambitions and enhances customer outcomes. Working closely with stakeholders across the business, you will define and deliver opportunities for increased personalisation across service journeys, ensuring communications are timely, relevant, impactful and optimised across multiple channels.

A key aspect of the role will be leading the data solution that underpins service journey orchestration, ensuring all communication selections are designed and executed in a robust and effective manner. You will deploy and maintain a strong control framework aligned to the data management framework, ensuring all data is processed accurately, completely and on time, while creating transparency and confidence in both live and developing activities.

You will lead and develop a team of Service Journey Specialists, fostering strong stakeholder relationships and proactively managing workload across a diverse range of priorities and desired outcomes. By promoting a culture of continuous improvement and automation, you will identify opportunities to increase efficiency, release capacity for additional activity and strengthen business engagement.

Working across a variety of enterprise projects, you will identify customer communication requirements and influence the communication strategies adopted. You will also monitor external trends and best practice, identifying opportunities to enhance the Society’s approach and ensuring innovative ideas are evaluated effectively. Through proof of concepts and controlled testing, you will generate clear evidence to support decision-making and progress successful initiatives through to production.

Success in this role will be demonstrated through the effective management of multiple service journeys operating concurrently, delivering enhanced customer outcomes and experiences. You will ensure workload is actively managed across the team, enabling successful delivery against priorities, while maintaining a transparent and trusted control environment. Strong governance, evidence-based decision-making and the successful progression of innovative ideas into production will further demonstrate the impact and value of the role.

About you

You are a senior, hands-on service journey data leader who is excited by developing and maintaining a programme which has a real impact across service journey communications. You can identify opportunities for data to support service journeys, explain complex concepts clearly and influence product and technical direction without losing sight of the user problem. You are comfortable creating clarity where technology and requirements are still evolving.

Minimum skills and experience

• Proven experience developing and service journey selections using Python and SQL
• Experience using GitHub (or equivalent) with version control, code reviews, testing and CI/CD practices
• Strong understanding of communication data selections and the controls required
• Experience designing and executing testing, evaluation and quality assurance approaches
• Proven ability to assess new technologies through proof-of-concepts and translate findings into scalable solutions
• Experience working within multidisciplinary teams, including product, engineering, data, security and risk stakeholders
• Strong stakeholder management and communication skills, with the ability to explain technical concepts to non-technical audiences
• Demonstrated ability to take ownership of complex technical deliverables from design through to implementation
• Experience with Databricks or comparable cloud analytics and AI platforms
• Experience developing anomaly detection, process optimisation, automated insights or decision-support products
• Experience in financial services, another regulated industry or a large, complex organisation

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:

• 30 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.

Keeping your data and personal information confidential is important to us. To find out more about how we use and process your data, please read our Privacy policy.

If you want to find out more about using AI in our recruitment process, please read more here.

Disability Confident

We’re not just guided by data, we’re driven by the real experiences of our people. We’re a Disability Confident Level 3 Leader, the highest level.

That’s why we’re constantly evolving our policies and practices to make sure everyone feels genuinely supported, valued, and empowered to champion inclusion. Whatever your needs, we’re here to support you. If you need any additional support throughout your application journey, email our team at Recruitment Support.

Apply safely with Nationwide

Recruitment scams can look convincing, so take a moment to check the role is listed on our official careers site and read our guidance on Don’t be conned by a job scam.

The hiring manager for this role is Wullie Grubb, and the main recruitment contact is Sameena Rehman.