We’re a Building Society and we do banking. Our difference? Were owned by, and run for our customers who have their mortgages, savings or current accounts with us. We are guided by a strong social purpose as we implement our Blueprint for a Modern Mutual - “Banking, but fairer, more rewarding and for the good of society.” In Customer Resolutions we put things right when they go wrong for our customers and learn from this insight to prevent issues reoccurring. We’re a specialist operational area focused on resolving complaints, remediating incidents and operating customer data processes each of which operate within a highly regulated environment. The successful candidate will be leading a UK wide team of support staff to manage and drive through projects across Customer Resolution Operations to enhance the ways of working to support a more able, agile and efficient workforce. This role is fast paced with a vast and varied portfolio that requires an excellent track record of both stakeholder engagement and influencing to ensure the change deliverables are met. This is a fantastic opportunity to make a real difference in an organisation famed for its values and sense of social purpose. This is a 15 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. For this job youll spend at least two days per week, or if part time youll spend 40% of your working time, based at either our Northampton, Swindon, Wakefield or Dunfermline office. 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. If we receive a high volume of relevant applications, we may close the advert earlier than the advertised date, so please apply as soon as you can. What you’ll be doing You’ll be working closely with our Senior Leadership Team alongside wider society stakeholders to drive, translate and implement change and improvement activities in Customer Resolution Operations. You’ll lead a diverse and high performing team to deliver against key deliverables at pace. Furthermore, you’ll manage a large portfolio with responsibility for resource allocation and prioritisation management throughout the life cycle whilst monitoring activity timelines to ensure all are effectively deployed to the delivery of projects on time and to a quality standard. Additionally, you’ll report to and engage senior stakeholders regularly with clear articulation of plans that are in line with regulatory requirements, standard policies and governance frameworks. By building and maintaining internal and external relationships with a wide range of stakeholders and SME’s across the business you’ll be able to deliver effective development and implementation of plans across Retail. You’ll represent Customer Resolutions as an SME and key stakeholder across a range of Society wide projects ensuring that CRO’s interests are fully taken account of and changes are delivered and integrated successfully. This will involve identifying and overcoming any potential blockers that lead to successful outcomes. Added to this, you’ll take responsibility for Operational Tooling Requirements with the lens of improving best practice, enhancing efficiency and monitoring/embedding improvements. About you The minimum requirements for this role are: Proven experience in financial services within a complex change management environment Understanding of the Customer Resolution landscape, including stakeholder matrix, customer needs and regulatory requirements A track record of delivering strategic initiatives, working within budget, operationalising business readiness and experience of leading & managing a team Excellent stakeholder management skills, working across multiple teams and influencing at all levels An analytical and commercial mindset, with the ability to interpret data, assess opportunities and make sound business recommendations Clear and confident communication skills, including experience preparing, presenting strategic updates to senior leadership and articulation of the ‘why’ An inquisitive nature leading to proactive identification of opportunities of improvement, innovative problem solving and making the enigmatic to become clear 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 From January 2026, all Nationwide colleagues will benefit from 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.