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. Working across teams, you will help design and deliver solutions that are customer-centred, data-led, and aligned with our long-term ambitions.
As a senior customer experience leader within Group Retail Products, you will sit at the heart of the Credit Cards business, shaping how we deliver consistently strong outcomes for customers across servicing, digital journeys, complaints, operations, and third-party partnerships.
You will be responsible for setting the direction for how customer journeys are designed, governed, and continuously improved. Working closely with colleagues across Product, Operations, Digital, Risk, Fraud, Collections, Propositions, and key partners such as TSYS Managed Services, you will ensure customer experiences are compliant, resilient, commercially sustainable, and aligned with Nationwide’s strategic and regulatory expectations.
This role has a direct impact on our customers by identifying and resolving pain points, improving digital and service journeys, reducing complaint drivers, supporting customers with vulnerabilities, and embedding outcome-focused measures that demonstrate fair value and strong customer outcomes across the Credit Cards portfolio.
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 be assigned to our nearest regional hub. There will be a need to regularly connect with colleagues for collaboration events in one of our office sites. This is anticipated to be at least monthly in Manchester or Gosforth. If your application is successful, your hiring manager will provide further details on how this works.
Virgin Money is now part of Nationwide
Nationwide acquired Virgin Money in October 2024. Virgin Money continues to serve customers on the high street, and there will be a phased and considered integration over the coming years.
You’ll be employed by Nationwide from day one, delivering real impact and benefitting from a highly competitive range of benefits. We’re a workplace where you’re rewarded, recognised and celebrated.
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
In this role, you will focus on improving the experience of our credit card customers when they use our products and services. You will 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, you will identify areas for improvement and help shape and deliver meaningful change. You will also 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. This area is responsible for designing and continuously improving the customer experience, servicing, and operating model that supports our credit card customers every day.
This role sits at the centre of the Credit Cards customer experience, with responsibility for ensuring our journeys, digital services, and customer support are simple, effective, and aligned with customer needs. Working closely with teams across Operations, Risk, Fraud, Collections, Digital, and Product, you will help identify pain points, improve service performance, and ensure the business continues to deliver fair value in a safe and sustainable way.
You will use customer insight, complaints analysis, and performance data to help prioritise our focus, improve journeys, and address the issues that matter most to customers. The role also plays a critical part in how we support customers in vulnerable circumstances, meet regulatory obligations, and balance service excellence with commercial performance.
Ultimately, this role ensures our Credit Cards business delivers experiences that are customer-centred, compliant, and fit for the future—supporting better outcomes for customers while enabling the business to grow responsibly.
About you
You will have:
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, complaints 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
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:
30 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 Nina Berlage, and the main recruitment contact is Sameena Rehman
Contact Details:
Nationwide Building Society Recruitment Team
