At Nationwide we openly put our customers at the centre of every decision we make as a business. Every role, no matter what it’s doing, is customer focused. In Customer Resolutions, our focus is on resolving issues for our customers when things go wrong and preventing them from happening again.
In this role, you will support the delivery of small to medium change initiatives across Customer Resolutions Operations, acting as a key link between operational teams and stakeholders across the business. You will help ensure that change is effectively translated into practical, sustainable improvements, enabling our teams to adapt quickly while continuing to deliver strong customer outcomes.
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.
What you’ll be doing
You will play a key role in shaping, coordinating and embedding change initiatives and continuous improvement activity across Customer Resolutions Operations, with a particular focus on supporting the integration of Virgin Money Operations and the migration of customer accounts. You’ll act as a subject matter expert for operational processes, ensuring that business needs are clearly understood and reflected in new ways of working as we evolve our operating model through this transition. A core part of your role will be engaging with senior leaders and stakeholders, providing updates, insights and recommendations to ensure change is effectively delivered and aligned to strategic outcomes.
About you
- Detailed understanding of Virgin Money processes and operations
- Experience supporting or delivering change initiatives and projects
- Excellent planning and organisational skills and the ability to manage multiple competing priorities and deliverables, with a history of excellent decision making and critical thinking
- Confident stakeholder communication and coordination, including managing interactions, conveying information, and supporting alignment across teams and stakeholders (both verbally and in writing)
- Experience producing reports and presentations for senior stakeholders
- Understanding of regulatory expectations (e.g. Consumer Duty, DISP) and how these translate into operational processes
- Analytical capability with the ability to identify opportunities to improve processes
Benefits
- 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
Job Info
Job Identification 3430
Apply Before 06/22/2026, 10:55 PM
Locations:
- Nationwide House, Swindon, Wiltshire, SN38 1NW, GB
- 21 High Street, Birmingham, West Midlands, B4 7SL, GB
- Belfast City Hall, Belfast, Antrim, BT1 5AG, GB
- 47/49 Queen Street, Cardiff, CF10 2AS, GB
- 1 Gorse Stacks, Chester, CH1 3EQ, GB
- 83 George Street, Edinburgh, EH2 3ES, GB
- 92/96 Argyle Street, Glasgow, Glasgow City, G2 8BQ, GB
- 94 Briggate, Leeds, LS1 6NP, GB
- 28 King Street, Maidstone, ME14 1DA, GB
- 2 Spring Gardens, Manchester, M2 1EE, GB
- Jubilee House, Newcastle, NE3 4PL, GB
- 32 St Stephens Street, Norwich, Norfolk, NR1 3SH, GB
- 3 Red Hall Crescent, Wakefield, West Yorkshire, WF1 2DF, GB
- 38 Carver Street, Sheffield, South Yorkshire, S1 4FS, GB
- Masterton House, Dunfermline, Fife Region, KY11 8NX, GB
- Richmond Hill, Bournemouth, Dorset, BH2 6EP, GB
- Kings Park Road, Northampton, Northamptonshire, NN3 6NW, GB
- 1 Threadneedle Street, London, Greater London, EC2R 8AY, GB
- 7/11 Montague Street, Worthing, BN11 3AX, GB
