Description There is an exciting new opportunity to join us at the Remediation Centre of Excellence (Rem CoE) as a Customer Strategy Consultant, reporting to the Customer Strategy Manager. Rem CoE is a welcoming, collaborative place to work and within this, the Treatments team is a specialist function who support on urgent, issues whilst managing complex with challenging regulatory and policy considerations. Our work involves a high level of senior stakeholder engagement due to the impact it can have on our current and past customers and the level of media, public and regulatory scrutiny. The team is expanding to drive forward the strategy, governance and performance management of the remediation portfolio. We’re looking for someone who shares our ethos in rebuilding the customer experience, regaining trust and ensuring customers get the right results. You need to passionate about making a difference to our customers, to feel what the customer feels and put things right for them when it’s gone wrong before. 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 hours. 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 spend at least two days per week, or if part time you'll spend 40% of your working time, based at either our Swindon, Bournemouth, Northampton, London 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. 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 You will work closely with the Customer Strategy Manager on remediation projects, focusing on ensuring the right outcomes for customers. The role involves designing, developing, and documenting treatment strategies to meet key remediation objectives, drawing on analysis of internal and external reports as well as insights and feedback from business areas to shape options and recommendations. Working alongside the core project team, you will help define and improve the customer experience from initial contact through to project closure, with a clear appreciation of how to balance operational simplicity with positive customer outcomes. You will also facilitate collaborative working by chairing stakeholder and project team working groups, building a shared understanding of the problem and the rationale behind proposed recommendations. The role requires frequent engagement with stakeholders through both written and verbal presentations. You will need to clearly and confidently communicate complex scenarios, using analytical and presentation skills to influence decision-making and secure approval for recommendations. In addition, you will work with, manage, and influence a wide range of stakeholders across the Society, maintaining visibility across the remediation portfolio. About you The minimum requirements for this role are: Knowledge or experience within remediation or complaints Good knowledge of MS Word and PowerPoint as will need to use these platforms daily to document notes and decisions The ability to run meetings and follow through with action items Confidence in liaising with the wider team and with stakeholders at a senior level (both verbally and in writing) Excellent analytical skills and the ability to think strategically, identifying challenges and considering solutions to develop answers to problems with clear and compelling rationale The ability to work collaboratively to understand issues, with a clear focus on good customer outcomes to achieve a simply brilliant experience Experience of delivering to deadline and prioritising workload 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 Are you a Virgin Money colleague? Take a look at the Cross-Company Careers Guidance on VMx where you'll find information on how we manage cross-entity hires. 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 Lindsey Coff and the main recruitment contact is Jemma Ives.