Description This is an exciting opportunity to work within the office of the Chief Customer Officer, who leads the Group Customer and Communications (GCC) Function. The role reports into the Head of Business Operations and works closely with the Personal Assistant to the Chief Customer Officer. Working day-to-day with the Head of Business Operations, you will be responsible for overseeing and delivering activities that support the Group Customer and Communications Leadership Team. This is a complex, fast-paced environment to work in. We are seeking someone who is curious and demonstrates a desire to make a difference, operating across a broad range of activities in a complex and forward-thinking environment. You’ll have excellent relationship management, communication and organisational skills, and be able to deliver multiple streams of work simultaneously. We are happy to consider flexible working approaches to help you perform at your best. 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 our London 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. Responsibilities What you’ll be doing Your role will be focused on ensuring the Group Customer and Communications office runs effectively. This will include management of the weekly Customer and Communications Leadership Committee (CCET) inclusive of managing the agenda and tracking actions. Being capable of meeting deadlines and prioritisation will be essential in this role. You’ll support the Chief Customer Officer by creating and organising briefing packs ahead of key internal and external meetings such as ExCo and Board meetings along with sessions with external stakeholders. Furthermore, you will oversee the delivery of matters arising from key governance meetings to ensure actions are delivered on time and to the right quality standard. Another element to the job is gathering, summarising and evaluating customer and colleague performance information and translating this information into insight for decision makers. Additionally, you’ll provide administrative support to the GCC Head of Business Operations and take accountability for the team’s cadence of activity and forward planning. Part of your role will also include representing the GCC office, working closely with the Colleague Enablement Lead on leadership events, site visits, townhalls and other opportunities for engagement. About you To be successful in this role, you’ll have/be: Excellent communication skills both in person and in writing with demonstrable experience authoring and co-ordinating executive level reporting and briefing notes Strong interpersonal and negotiating skills with experience of working and managing relationships with executive leaders Able to successfully navigate within varying degrees of ambiguity in a fast-paced environment Confident translating management information into key headlines and sharing the insight to senior audiences A natural sense of responsibility and discretion Intuitive and capable of using judgement to make key decisions Excellent organisational skills with experience of managing logistics and the agenda for senior events Effective, versatile and action oriented with the ability to plan, prioritise and manage both routine and ad hoc 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 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.