Head of Customer Experience

Overview

We're looking for a strategic and customer‑focused leader to shape the future of the Unsecured Lending customer experience.

In this high‑impact role you will be responsible for ensuring customers receive consistently positive outcomes at every stage of their journey while balancing commercial performance, service excellence, and regulatory requirements.

You will lead the end‑to‑end customer experience strategy for Credit Cards, identifying opportunities to enhance journeys, simplify processes, and create seamless digital and service experiences.

Key Responsibilities

Work closely with colleagues across Customer Service, Digital, Risk, Fraud, Collections, Finance, and Marketing to understand where customers encounter challenges and to make experiences simpler, smoother, and more effective.

Using customer feedback, complaints, and performance data to identify areas for improvement and help shape and deliver meaningful change.

Collaborate with internal teams and external partners to ensure services run effectively, meet customer needs and deliver strong outcomes both now and in the future.

As a senior leader within our Retail Products Credit Cards team you will play a key role in shaping how we deliver positive customer outcomes across the end‑to‑end credit card journey.

Design and continuously improve the customer experience, servicing and operating model that supports our credit card customers every day.

Ensure journeys, digital services and customer support are simple, effective and aligned with customer needs.

Work closely with teams across Operations, Risk, Fraud, Collections, Digital and Product to identify pain points, improve service performance and ensure the business continues to deliver fair value in a safe and sustainable way.

Use customer insight, complaints analysis and performance data to prioritise focus, improve journeys and address the issues that matter most to customers.

Support customers in vulnerable circumstances, meet regulatory obligations and balance service excellence with commercial performance.

Qualifications

• Significant senior leadership experience within UK unsecured lending or financial services with accountability for customer experience, servicing or operating model outcomes.
• Proven experience in building performance and service design capabilities, using dashboards and data analytics to drive meaningful service improvements.
• Strong track record of leading end‑to‑end customer journey redesign, prioritising improvements based on customer pain points, complaint insight and business objectives.
• Demonstrable experience in setting customer experience or service strategy within a regulated financial services environment, including digital servicing and target operating model design.
• Extensive experience in managing third‑party service providers and delivering cross‑functional initiatives across Operations, Risk, Fraud, Collections, Digital and Product teams.
• Proven ability to own customer outcomes, fair value and conduct risk measures within a regulated environment, using MI, analytics and root‑cause analysis to drive continuous improvement.
• Key Behaviours
• Feel what customers feel – step into customer shoes, use feedback and insights to empathise and understand needs.
• Say it straight – be brave, honest and direct with good intent, openly sharing diverse perspectives.
• Push for better – challenge the status quo, take responsibility for continuous improvement and personal development.
• Get it done – prioritise what will have the greatest impact, be decisive and take accountability for delivering brilliant customer outcomes.
• Hybrid Working

At Nationwide we offer hybrid working where possible.

You will be assigned to our nearest regional hub and will need to regularly connect with colleagues for collaboration events, at least monthly, in Manchester or Gosforth.

Benefits

• 30 days holiday, pro rata
• Pro‑rated pay for time not worked, accessible care benefits, private medical insurance, additional benefits through salary sacrifice scheme
• Highly competitive pension plan
• Annual performance‑related bonus
• Learning and development opportunities to progress career
• Life assurance for peace of mind for you and loved ones in the event of death
• Wellhub – access to a range of free and paid health and wellness options
• Up to 2 days of paid volunteering a year
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