Are you excited by a role which offers the chance to engage with a broad range of stakeholders and work on a variety of customer-focused projects? Can you think strategically about customer and commercial outcomes and find the right balance between desirability, viability, and feasibility? Are you able to define and communicate a compelling strategy as we shape our future business banking offerings and look to grow our presence in the market, doing so in a way which aligns with our Blueprint for a Modern Mutual.
In the Customer Strategy Development team, we represent our customers and members to ensure that short- and long-term developments meet evolving needs and preferences. This includes how and where we interact with customers, the products and services we offer them and how we earn the right to win and retain their custom.
Integration of Virgin Money’s successful business banking operation into Nationwide’s future strategy is a priority. The safe and considered migration of existing business customers to new products and systems is one of the key projects which our team will help to deliver and this role will be crucial in achieving this.
Customer Strategy Development is a small but highly influential team within the broader Customer Strategy Area (part of the Group Customer & Communications function). The team has a true impact on how and where our propositions, channels and communications show up for our customers.
You’ll be joining us at an exciting time. We’re increasing our focus on areas which are newer to Nationwide, including the development of a full business banking service. We work closely with other teams across the organisation, and this role will enable you to make new connections and grow your network.
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 London, Swindon or Northampton 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.
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.
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
This role will report to the Senior Manager, Customer Strategy and you’ll work closely with all team members. Whilst your colleagues will generally lead on topics, there is great collaboration across the team and the wider Customer Strategy Area to ensure that objectives are delivered and resourcing is flexed accordingly. Therefore, you should be comfortable both leading your own agenda and delivering as part of the team. Either way, you’ll be supported, and, in time will provide support to others.
The two key objectives in this role are (i) the development and delivery of new Nationwide branded business banking offerings and (ii) influencing the strategy to successfully integrate and migrate existing Virgin Money business banking customers across to Nationwide.
The role is broad, and you’re likely to spend some time working on other priorities. For example, planning other migration activities and helping business product teams to achieve their commercial and customer objectives through the deployment of appropriate customer-focused strategies.
In terms of business banking, you’ll need to quickly build a comprehensive knowledge of the market, competitors, and the challenges and opportunities of being a business owner. You’ll become a subject matter expert who can add value across a wide range of topics, such as informing channel choices, building segmentation approaches and identifying areas where further research and insight would be beneficial.
As well as internal relationships, you’ll be the lead for several third-party engagements, for instance, when Nationwide is seeking to develop its knowledge of specific areas of the market and considers external suppliers.
Another important area of the team’s work is building awareness of, and engagement with, Nationwide’s Customer Strategy. There will be opportunities to develop and present materials which support this objective.
About you
For this role, you will:
Demonstrate a comprehensive understanding of the UK financial services market, including current customer and commercial dynamics
Show proven experience of strategic thinking and linkage from theory into practice
Proactively develop and maintain a broad stakeholder network relevant to your agreed priorities and objectives
Identify gaps in knowledge, understanding, and metrics and devise and implement plans which close those gaps
Evidence experience of relentless customer advocacy and focus
Be able to communicate complex topics and findings in a compelling way which is suitable for the audience (up to ExCo and Board level). This includes written and verbal communications
Possess or build suitable working knowledge of systems and processes to make appropriate contributions to a range of projects, including migration planning activities
Routinely manage multiple priorities, coordinating your own time and other resources to deliver against deadlines
Demonstrate flexibility in approach and an ability to contribute to evolving team priorities
Evidence a positive, continuous improvement mindset with examples of driving change and/or improving customer outcomes
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.
The hiring manager for this role is Nicholas Potter, and the main recruitment contact is Ola Crown.
Please note that should you be successful in securing this role, the job title on our internal systems will be Strategic Foresight Lead Manager.
Contact Details:
Nationwide Building Society Recruitment Team
