Digital Performance Manager

Digital Performance Manager

London, Swindon or Bournemouth

Hybrid role (x2 days on site/ x3 WFH with some travel to Swindon office Adhoc)

Our website is one of the most important entry points to our brand – it has a critical role to play in engaging our customers, explaining why we are different to the high street banks, driving people to our key services such as mobile and internet banking, aiding them to consider and apply to our range of products and providing help and support.

The teams within Digital Platforms and SEO are focused on continually improving these experiences for our customers through both transformation and optimisation activity, trying to attract more people to our website (both new and existing customers) and encouraging more of them to complete more interactions online with us. For us to understand how well we’re performing and where there’s opportunities for improvement, measuring performance on our digital estate is essential. This is a new role that will lead the digital performance discipline, ensuring that analytics and insight are embedded into our DNA.

We’re looking for a highly motivated and experienced individual with a strong background in managing web analytics and performance teams, who’s worked with platforms such as Adobe Analytics and Multi-Variant Testing tools like Adobe Target. You’ll come in and lead the team responsible for providing dashboards, data and insight around how our nationwide.co.uk estate is performing with stakeholders across the business.

We’re currently going through a period of exciting change within the Digital Platforms and SEO team, creating a new digital strategy, balanced scorecard and way of working within our Customer, Brand and Engagement division. You’ll have an opportunity to make real impact by being part of the Digital Platforms and SEO leadership team, responsible for taking our website to a new level that balances commercial success with world class experience.

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, at one of our offices. 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.

What you will be doing

In this role, you’ll work closely with the rest of our Digital Platforms and SEO leadership team to define and measure success across the department. This is made up of a group of strategy and transformation, trading and optimisation, digital design and experience, content editor and digital operations specialists across different delivery squads. Your team will work within each of these delivery squads to provide performance measurement and insight against a set of squad specific objectives. Your role will be to ensure that a consistent approach to performance is applied throughout, provide coaching and people management to the individuals within the disciple, and collaborate with stakeholders across the society to unlock and exploit our analytics and MVT capabilities.

You’ll do this by:

• Analysing a variety of data sources and types to generate measurement and insight and identify areas for improvement.
• Supporting the Digital Platforms and SEO department with insight to make priority decisions.
• Analysing experiments (A/B & MVT) to improve SEO, user engagement, and conversion rates.
• Exploring and implementing personalisation use cases to enhance the customer experience and drive outcomes.
• Developing and communicating metrics, insights and recommendations to stakeholders in a clear and concise manner.
• Leading your team of performance leads to help create their regular reporting requirements to support delivery squads.

About you

As a minimum you’ll have:

• Experience in leading a team of performance analysts and those that work in website analytics.
• A breadth and depth of experience and expertise in Adobe Analytics and Adobe Target to develop dashboards and generate insight.
• Strong analytical and critical thinking skills with the ability to turn data from a variety of sources into actionable insight.
• Proven experience of analysing robust experiments with measurable value through A/B and MVT testing.
• Ability to work collaboratively with multi-discipline teams and positively influence business stakeholders.
• Ability to present complex data in an engaging, clear and concise manner – Using data and insight to create a compelling story for stakeholders across the business
• Proven commercial awareness, translating insight and results into a clear articulation of value.

Our Customer First behaviours are all about putting customers and members at the heart of how we work together. You can strengthen your application by showing the behaviours that resonate with you, and how you might have already demonstrated these.

• Say it straight - This is about being honest and direct with good intent and saying what needs to be said in the room. It’s also about being clear, precise, and using language that we and, importantly, our customers and members can understand.
• Push for better - This is about aiming high and constantly looking for better in how we work together and serve our customers and members.
• Get it done - This is about prioritising what will have the greatest impact, being decisive and taking accountability for delivering on the end-to-end outcome.

We know applying for jobs can sometimes feel like you’re sending an application into a black hole. We review each application individually. So, it’s a good idea to call out your most relevant experience on your application to give yourself the best chance.

The Extra’s you will get

• 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