Nationwide is on a bold journey to build a credible, relationship-led Business Bank, combining strong customer advocacy, deep sector and local insight, sustainable growth, and disciplined risk management, all underpinned by the principles of being a modern mutual.
As part of this journey, we are creating a new and unique leadership opportunity.
The Head of Customer Migration & Remediation plays a critical role in ensuring that Business Banking customers experience safe, well-controlled and resilient migration and remediation journeys, including those linked to the integration of Virgin Money’s SME business.
Reporting to the Director of Business Banking Transformation, this role provides single-threaded accountability for the design, delivery, control and continuous improvement of all migration and remediation activity across Business Banking. It ensures that all customer journeys are customer safe, regulatorily robust and operationally resilient and, importantly, that they are delivered as scalable, repeatable capabilities rather than one-off programmes.
Working in close partnership with Product, Digital & Technology, Operations, Risk, Financial Crime, Relationship Management and Business Direct, this role is instrumental in protecting customer outcomes, embedding strong first-line risk ownership, strengthening operational resilience, and shaping Nationwide’s long-term migration capability.
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, Northampton, Glasgow or London 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.
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
Own & Deliver Migration and Remediation Journeys
- Lead the end to end delivery of all Business Banking migrations and customer data remediation activity, from customer identification through to closure.
- Proactively identify frontrunning simplification activity and work with relevant teams to agree implementation approach and track activity as part of broader migration roadmaps.
- Own digital, assisted and operational paths, including exceptions and escalations.
- Accountable for demonstrably fair, timely and well‑understood customer outcomes across all migration and remediation journeys.
- Drive clarity, readiness and controlled execution across all teams involved.
Virgin Money (VM) Business Banking Migration Activities
- Own all VM Business Banking migration journeys and ensure they are delivered safely and effectively.
- Minimise customer harm, ensure clear communication and secure post migration stabilisation.
- Convert VM migration activity into lasting, repeatable migration capability across the organisation.
Controls by Design, First Line Risk Ownership & Regulatory Compliance
- Embed risk, compliance and financial crime controls directly into journey design.
- Maintain evidence ready, audit ready migration and remediation processes.
- Own the closure of journey related issues, risks and vulnerabilities.
- Operate as a true first line risk owner, with strong partnership across 2LoD.
Operational Resilience for Migration Journeys
- Assess which journeys qualify as Important Business Services (IBS).
- Ensure defined journeys remain within impact tolerances and are appropriately mapped, tested and governed.
- Lead the identification and remediation of resilience vulnerabilities.
- Capture and embed lessons learned into future journey improvements.
Drive Cross Functional ‘Journey CEO’ Leadership
- Provide authoritative leadership across Product, Digital, Tech, Operations, Risk, FinCrime and Change.
- Make clear trade offs and escalate proactively where delivery or customer outcomes are at risk.
- Ensure coherent cross functional planning, resourcing and execution.
Customer Outcomes & Consumer Duty
- Define and own customer outcome metrics for migration and remediation, including:
o drop off
o complaints
o customer understanding
o time to resolution - Assess risk for foreseeable customer harms and take steps to mitigate.
- Ensure insight leads to action and improvement, not passive reporting.
Qualifications
About you
You’ll bring proven experience leading complex customer migration and/or remediation activity within UK financial services, alongside a strong understanding of conduct risk, Consumer Duty, operational resilience and first line risk ownership. You’ll be comfortable operating in highly regulated environments, with experience of working under regulatory, audit and senior management scrutiny, and a clear appreciation of the importance of control, governance and customer outcomes.
You’ll have a track record of leading and shaping delivery across complex, matrixed environments, working closely with Product, Technology, Operations and Risk to deliver controlled, customer-centric outcomes. You’ll bring the ability to define and embed scalable, enterprise-wide approaches to migration and remediation, moving beyond programme delivery to establishing enduring capability. Your judgement and resilience will enable you to balance pace, control and customer impact, ensuring delivery remains aligned to both regulatory expectations and strategic business priorities. You’ll be comfortable taking accountability for high-impact decisions, often under regulatory and assurance scrutiny.
You’ll be confident using data to inform decision-making, drawing on customer insight, complaints data and operational MI to identify trends, prioritise interventions and drive continuous improvement. You’ll also bring experience of managing incidents and issues end-to-end, leading robust root cause analysis and translating learning into sustainable fixes and challenging legacy approaches to drive simplification and automation.
A clear and structured communicator, you’ll be able to influence and align senior stakeholders including ExCo-level, control functions and delivery teams across Product, Technology, Operations and Risk.. You’ll adopt an inclusive and collaborative leadership style, leading through others to build capability and deliver consistent, high-quality outcomes.
You’ll bring a strong customer focus, with a commitment to fair, safe and explainable outcomes at the heart of decision-making. Experience within SME or Business Banking environments would be particularly valuable, alongside a background in digital and assisted channel journey design and delivery. You may also have experience building repeatable migration or remediation capabilities, rather than one-off programmes, supported by familiarity with migration tooling, workflow management and analytics. An understanding of resilience concepts, including IBS mapping and tolerance management, together with experience of driving simplification, standardisation or automation across complex customer journeys, would further strengthen your profile.
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.
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 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.
We are purpose‑driven. Uncompromisingly customer. Unstoppably Nationwide.
What to do next
To apply, simply click the ‘Apply Now’ button. Please ensure you attach your CV and complete a few short application questions.
If you’d like to find out more about the role or have any questions, feel free to contact christopher.royston@nationwide.co.uk (Executive Resourcing) for a confidential conversation.
Contact Details:
Nationwide Building Society Recruitment Team
