Description Join our Operations Change Management team as a Change Specialist, where you’ll play a pivotal role within Unsecured Lending’s Customer Strategy and Operations function. In this role, you’ll lead the end-to-end management of operational change, ensuring updates to systems, processes and procedures are delivered seamlessly, on time and within scope. Your work will be critical in making sure changes land smoothly across the operation without disruption, while driving clarity and confidence among stakeholders at every stage. You’ll collaborate closely with cross-functional teams to understand impacts, streamline implementation and ensure changes are executed efficiently and effectively. We’re looking for someone with strong communication skills who can translate complex change into clear, concise messages, combined with a natural curiosity and forward-thinking mindset. If you take ownership of your work, thrive on making a positive difference for customers and colleagues, and are motivated to deliver high-quality outcomes without constant direction, this is an opportunity to make a real impact. We are happy to consider flexible working approaches to help you perform at your best. This is a 12-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, you'll be assigned to our nearest regional hub. There will be a need to regularly connect with colleagues for collaboration events in one of our office sites. 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. Responsibilities What you’ll be doing In this role, you’ll take ownership of planning, delivering and overseeing operational changes from start to finish, ensuring they are implemented on time, and within scope. You’ll continuously assess how proposed changes impact operational performance, productivity and service delivery, working closely with cross-functional teams to embed updates seamlessly into day-to-day operations. A key part of your role will be equipping colleagues for success, designing and delivering clear, engaging training and communications so everyone understands the change and can continue to deliver outstanding customer service. You’ll proactively identify and manage operational risks throughout the change lifecycle, putting effective mitigations in place to ensure smooth delivery. Beyond implementation, you’ll provide ongoing support to embed changes successfully and drive continuous improvement. With a forward-thinking mindset, you’ll also maintain a clear view of the change landscape, helping operations stay informed and plan colleague communications effectively, ensuring alignment and readiness across the business. About you As a minimum, you’ll bring proven experience supporting operational environments, whether through delivering change, contributing to projects or working alongside senior stakeholders. You’ll be comfortable managing multiple initiatives in a fast-paced, evolving setting, with exposure to change or transformation activity that demonstrates your ability to adapt, prioritise and deliver results. Experience supporting operations through change delivery, project support, customer experience or servicing environments Ability to manage multiple change initiatives within a dynamic, fast-paced environment, with exposure to transformation activity Confidence engaging a wide range of stakeholders, including senior leaders and third-party suppliers, with the ability to influence and keep operations front of mind Strong communication skills, with the ability to translate complex information into clear, audience-friendly messages Proficiency in Microsoft Office tools, including PowerPoint, Word and Excel 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. Qualifications The extras you’ll get There are all sorts of employee benefits available at Nationwide, including: 25 days holiday, pro rata Access to 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. The hiring manager for this role is Sharon Nicholson, and the main recruitment contact is Lorraine Ifil.