This is an exciting opportunity to work at the forefront of how Nationwide is using new technologies to better understand and improve the way we work. We’re looking for a Change Consultant to help explore and introduce new ways of analysing how processes operate across our Retail and Customer Operations areas.
Through this work, you’ll help uncover valuable insights that support process improvements, identify opportunities for automation, and drive greater efficiency across the organisation.
Retail Transformation is a dynamic, fast‑paced area that leads and delivers meaningful business change. We work closely with Nationwide’s strategic priorities, partnering across Retail and Customer Operations to bring high‑impact initiatives to life.
Our team collaborates with a wide range of stakeholders from across the Society on diverse and innovative projects. Whether we’re enhancing services, optimising processes, or reducing risk, our work directly supports Nationwide’s ongoing success. In this role, you’ll be a key contributor in delivering improvements that make a real difference for our customers and colleagues.
As a Change Consultant, you’ll support the rollout and adoption of Process and Task Mining technology, working closely with Change Managers, Senior Change Managers, Retail and Customer Operations teams, technical specialists, and external technology partners.
Your focus will be on ensuring that end-to-end change is delivered effectively across Retail and Customer Operations, at pace and to a high standard. All change will be implemented in a considered and controlled manner, ensuring the full realisation of intended benefits and outcomes.
This role sits within the Retail Business Services team, which brings together colleagues from Retail Transformation, Workforce Capacity and Planning, Training, and Customer Journey Management.
We are happy to consider flexible working approaches to help you perform at your best.
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 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
You will work closely with Change Managers and Senior Change Managers to scope, plan, and deliver Process and Task Mining projects, using insights to drive process improvements and support change initiatives across Retail and Customer Operations.
You will define project approaches aligned to strategic objectives, manage stakeholders and third‑party providers, and ensure delivery within agreed governance, timelines, and risk frameworks. Using tools such as Jira, SharePoint, and process mining software, you will track progress, assess the operational impact of change, support implementation, develop business cases, and ensure benefits realisation. You will also help design and implement clear, compliant, and effective processes that meet FCA and regulatory requirements and align with the Society’s strategy and risk appetite.
About you
As a minimum requirement, you’ll:
Demonstrate an analytical approach, with the ability to explore data, identify patterns, and translate findings into meaningful insights.
Have an understanding of change management, methodologies, and their application
Have excellent organisational, planning and communication skills linked to delivering change
Be able to build effective stakeholder relationships across the business up to senior management level
Understand customer needs and the different channels they interact with us
Experience of working in a fast-paced environment, quick thinking and taking ownership of actions
Be able to work alone effectively using your initiative as well as working alongside others
Flexibility to move from one delivery to another to meet business needs
Have a good level of ability using Excel and PowerPoint
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 Stuart Johnstone, and the main recruitment contact is Angela Darbar.
Contact Details:
Nationwide Building Society Recruitment Team
