Across Mortgages in Nationwide, we have an important journey ahead of us to build and maintain our position in the mortgage market and respond to changing customer needs, guided by our strategic drivers of more rewarding relationships, simply brilliant service, focused fit and fast, and beacon for mutual good.
Understanding of our customer needs and continuing to evolve and develop our experience strategy will be central to enabling us to deliver against this strategy and evolve Nationwide to be the building society of the future.
We're looking for a Senior Service Designer to join our Service and Operational Excellence capability. Working in the Experience Strategy Landlord team, you will play a core role in driving understanding of how our services are delivered today, the opportunity spaces for customer and commercial improvement, and shaping future states in line with the strategic business priorities.
At Nationwide we openly put our 15 million customers at the centre of every decision we make as a business. Every role, no matter what it's doing, is customer focussed.
This role is within the Business Operations function of Mortgages, which is the shared service team responsible for enabling the wider business function to execute against our strategy through:
Bringing together the holistic business unit vision and priority outcomes, providing independent challenge and support to drive performance, risk and controls, defining customer, broker and landlord experience through journeys and processes, shaping and delivering our colleague enablement and engagement strategy and plan, and leading our business change and business readiness agenda.
As part of the Service and Operational Excellence team within Business Operations, we're responsible for defining, designing, and delivering frictionless, useful experiences for our customers to meet their mortgage needs. We research, we iterate, we craft, we strive – and we do it all to make sure our customers have experiences that are memorable, for all the right reasons, on every channel.
We are happy to consider flexible working approaches to help you perform at your best.
The working hours (per week) for this role can be between 28 and 35.
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, based at either our Swindon, Northampton, Dunfermline or Bournemouth office. Whilst these locations are where we are primarily looking to fill the role, if you're an internal applicant based in a different location we would welcome your application and if successful, your hiring manager will provide further details on how this could work for this specific role. 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.