Senior Product Manager - Credit Cards, Existing Customer Engagement

What you’ll be doing

You’ll take ownership of the existing customer strategy across one of the UK’s largest credit card portfolios, leading initiatives that drive customer engagement, sustainable balance growth and long-term portfolio value. Combining commercial leadership with customer focus, you will shape strategic priorities, identify emerging opportunities and translate market insights into innovative propositions, offers and experiences that deliver meaningful outcomes for customers. With responsibility for key portfolio performance measures, you’ll work closely with Finance and Risk colleagues to optimise portfolio economics, pricing and investment decisions, ensuring strong commercial performance while maintaining a focus on customer wellbeing and Consumer Duty principles.

This is a highly influential role where you’ll bring together stakeholders from across Product, Risk, Finance, Marketing, Digital and Operations to deliver strategic priorities and shape the future direction of the Cards business. You’ll lead governance discussions, provide thought leadership to senior leaders and use data, analytics and customer insight to inform decision-making, improve engagement and drive innovation. From enhancing lifecycle strategies and rewards propositions to leveraging advanced analytics and predictive modelling, you’ll play a key role in ensuring insights are translated into measurable commercial results and better customer outcomes.

Alongside shaping strategy, you’ll build and develop a high-performing team, creating an environment that encourages collaboration, innovation and continuous improvement. As a senior leader within the business, you’ll help define the long-term future of the credit card portfolio, challenging industry norms, strengthening Nationwide’s market position and contributing to one of the most significant transformation programmes in UK financial services., * 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., 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.

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The hiring manager for this role is Sophie Bowden, and the main recruitment contact is Lorraine Ifil.

We’re looking for a commercially minded and strategic leader who thrives in complex, fast-paced environments and is passionate about delivering outstanding customer outcomes. You’ll bring a strong track record of shaping customer engagement, proposition or product strategies, using insight and innovation to drive sustainable growth while balancing commercial objectives and risk considerations. Most importantly, you’ll be someone who enjoys solving complex challenges, influencing senior stakeholders and leading through periods of significant change.

As a minimum, you’ll have:

• Proven experience managing a substantial credit card portfolio and delivering sustainable growth through customer engagement, proposition or product strategies within a complex commercial environment
• Strong commercial acumen, with experience working closely with P&L performance and balancing customer outcomes, commercial objectives and risk considerations
• Excellent strategic thinking and problem-solving skills, with the ability to interpret complex, data-driven insights and translate them into clear business actions and recommendations
• Demonstrable experience delivering large-scale transformation, integration or business change programmes, ideally within highly regulated or customer-focused organisations

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

• 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.

Join Nationwide at a pivotal moment in the evolution of our Credit Card business as a Senior Product Manager. Following the acquisition of Virgin Money, we are building one of the UK’s largest credit card portfolios, with over 5.6 million customer accounts and £8.3 billion in balances. This is a rare opportunity to shape the future of unsecured lending within a modern mutual, leading strategies that maximise customer value, engagement and financial wellbeing while helping define what great looks like for the next generation of credit card propositions.

In this highly visible leadership role, you will drive the development of existing customer engagement and proposition strategies across a substantial portfolio spanning both Nationwide and Virgin Money customers. Working collaboratively with senior leaders across Product, Risk, Finance, Marketing, Digital and Operations, you will influence strategic priorities, lead complex initiatives and help create innovative, insight-led experiences that deepen customer relationships and deliver sustainable commercial value. As part of a supportive and ambitious team, you’ll play a key role in shaping future requirements from the ground up, bringing together the very best of both organisations as we prepare for migration and long-term growth.

As Nationwide and Virgin Money come together, we’re guided by a clear purpose: serving members and communities, not shareholders. If you’re an influential leader who thrives in large-scale transformation, enjoys building strong relationships across a business, and is passionate about creating better customer outcomes, this is an exceptional opportunity to leave a lasting mark on one of the UK’s most significant financial services integrations. Alongside the chance to shape the future of the portfolio, you’ll benefit from a collaborative team culture, leadership development opportunities and support to expand your expertise through industry networks and external forums.

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

This is a 24-month secondment opportunity.

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., 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.