Payment Service Management Analyst

Are you passionate about ensuring seamless and secure payment services? We’re looking for a detail-oriented and proactive individual to monitor end-to-end payment services using Management Information (MI) data, ensuring they meet agreed business and operational service levels

In this role, you’ll collaborate with key stakeholders across the Nationwide Group— including Customer Service and Operations (CS&O), Retail, IT, Direct and SID—to drive service improvements and mitigate risk, representing Payment Service Management at the heart of operational excellence.

Responsible to monitor the e2e payment services through MI data and ensure they are delivered and maintained in accordance with agreed business and operational service levels. Deliver service improvements and mitigate risks as appropriate.

Working with various stakeholders across the Nationwide Group including Customer Service and Operations (CS&O), Retail, IT, Direct and SID representing Payment Service Management to drive Service Improvements and mitigate risk.

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 role, you'll be based at your nearest regional office or hub. We value time spent together to connect with colleagues for collaboration so there will be a regular requirement to attend our Swindon site approximately once per week quarter. If you are based at an office location, you'll be expected to meet our hybrid working requirement of at least two days a week, or 40% of your working time if part-time, in the office. If your application is successful, your hiring manager will provide further details on how this works.

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

Support Payment Service Management colleagues across all activities relating to end-to-end payment services. This will include reviewing and updating relevant documentation, including Service Definition documents and Service Packs, and ensuring ongoing compliance through activities such as RCSA reviews.

Develop and maintain end-to-end process maps for all payment services in line with agreed ARIS Process Mapping standards and controls, ensuring these are regularly reviewed and kept up to date. Work collaboratively with Payment Service Management colleagues and stakeholders across the business to identify and drive service improvements, clearly demonstrating the customer, cost, risk mitigation and wider business benefits of these improvements.

Develop, analyse and collate Management Information (MI), including complaints data relating to end-to-end payment services, and present findings to stakeholders across the organisation as appropriate. Evaluate payment MI to identify trends and opportunities, making recommendations to improve the overall payment service.

Support Payment Service Management colleagues with the identification, management, recovery and prevention of payment-related incidents, helping to influence optimal recovery options and ensuring lessons are captured and applied. You’ll also support Payment colleagues with risk and compliance activities, including RCSA and Code of Conduct requirements, helping to ensure full compliance is maintained.

About you

You will have

Payments service management experience

Advanced analytical skills

A detailed understanding of Nationwide’s corporate objectives and how the service being managed supports these objectives

Ability to build and maintain relationships both internally and externally (including 3rd Party Suppliers/Partners, Industry/Scheme and Regulators)

Negotiate and influence effectively at all levels, presenting well and portraying a professional image both internally and externally

An excellent communicator with networking skills and who can interpret MI data into business language

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:

25 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 Evan Lawrence, and the main recruitment contact is Bhavit Panchmatia.