Performance Manager

Join us as a Performance Manager within Fraud Operations, part of Group Customer Operations, where you’ll play a key role in supporting customers during some of their most vulnerable moments. This is a highly visible opportunity to make a real difference by transforming customer and operational insights into meaningful action, helping deliver faster, clearer and more compassionate outcomes while strengthening fraud controls and protecting customer trust. With strong exposure to senior leaders, including Executive Committee stakeholders, this role offers exceptional scope to shape change and build a rewarding career across operations, strategy and analytics.

Working closely with Operations Managers, you'll use data and performance insights to identify opportunities, remove barriers and drive improvements that enhance both the customer experience and operational effectiveness. Acting as a trusted partner across operational, planning, quality, risk and supplier teams, you'll influence beyond your direct remit, bringing people together to solve problems and deliver lasting results. This is an ideal opportunity for someone with operational leadership experience and a passion for customer journey improvement, who can confidently turn data into conclusions, conclusions into actions, and actions into measurable impact. You'll be supported with excellent development opportunities, on-the-job training and the chance to grow your influence across a wide range of business areas.

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 be located at our nearest regional office or hub. There will be a need to regularly connect with colleagues for collaboration and in some locations you’ll be expected to spend at least two days a week, or if part time you'll spend 40% of your working time, in the office. If your application is successful, your hiring manager will provide further details on how this works.

Virgin Money is now part of Nationwide

Nationwide acquired Virgin Money in October 2024. Virgin Money continues to serve customers on the high street, and there will be a phased and considered integration over the coming years.

You’ll be employed by Nationwide from day one, delivering real impact and benefitting from a highly competitive range of benefits. We’re a workplace where you’re rewarded, recognised and celebrated.

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.