At a Glance
- Tasks: Lead operational excellence initiatives to enhance efficiency and customer outcomes.
- Company: Join Nationwide, a purpose-driven mutual bank focused on fairer finances.
- Benefits: Enjoy 25 days holiday, private medical insurance, and a competitive pension.
- Other info: Hybrid working model with opportunities for career growth and development.
- Why this job: Make a real impact by shaping operational excellence and driving cultural change.
- Qualifications: Experience in operational excellence and a passion for improving processes.
The predicted salary is between 60000 - 75000 £ per year.
We’re looking for an experienced and driven Operational Excellence Lead to coach and embed a data-led OpEx agenda across our Customer Operations function. This is a high-impact role where you’ll be instrumental in driving measurable improvements in efficiency, cost-to-serve, and overall customer outcomes. You’ll play a key role in shaping what “great” looks like, supporting leaders to build effective habits, and championing a culture of continuous improvement. With a strong focus on coaching and capability building, you’ll ensure customer experience remains at the heart of how the business operates.
If you’re passionate about operational excellence, developing high-performing teams, and delivering meaningful, lasting change, this is a fantastic opportunity to make a real impact. 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 located at our nearest regional office or hub. There will be a need to regularly connect with colleagues for collaboration and in some locations you’ll be expected to spend at least two days a week, or if part time you'll spend 40% of your working time, in the office.
You’ll play a pivotal role in shaping how Operational Excellence is delivered across the organisation, balancing the need for short-term impact with long-term capability building. You will design and govern frameworks that drive consistency, transparency, and accountability, ensuring that benefits are not only identified but fully realised and sustained. Acting as a cultural anchor, you will challenge existing ways of working, simplify processes, and enable the organisation to operate smarter, faster, and more effectively.
For this role, you will have/be:
- Proven experience delivering Operational Excellence or continuous improvement initiatives within complex, regulated, or large-scale environments
- A strong track record of delivering measurable performance and improvements
- Experience embedding new ways of working into business-as-usual environments and driving sustainable cultural change
- Confident engaging with senior stakeholders, with the ability to influence across multiple teams and functions
- Passionate about simplifying processes, improving customer outcomes, and developing capability in others
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.
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
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.
Operational Excellence Lead in Edinburgh employer: Nationwide
At Virgin Money, we pride ourselves on being an exceptional employer, offering a supportive and dynamic work environment in Cleckheaton. Our commitment to employee growth is evident through ongoing training and development opportunities, alongside a competitive benefits package that includes generous holiday allowances, health and wellness resources, and a strong pension plan. Join us to be part of a team that values customer care and community impact, where your contributions are recognised and celebrated.
StudySmarter Expert Advice🤫
We think this is how you could land Operational Excellence Lead in Edinburgh
✨Get Involved in Industry Events
Jumping into industry events or leadership conferences can really help boost your visibility. Not only will you meet potential employers, but you’ll also get the chance to connect with other leaders in corporate management. Look for local or even virtual events that focus on leadership—every connection counts!
✨Engage in Professional Networks
Join professional management associations relevant to your career goals. These networks often host workshops, panels, and networking events that can put you in front of hiring managers. Plus, they can give you the scoop on upcoming roles, such as the full-time positions with companies like Nationwide.
✨Showcase Your Leadership Skills
When reaching out to potential employers, particularly for leadership roles, demonstrate your leadership capabilities with real examples. Share stories from your previous positions that illustrate how you handled challenges and drove results. This will help you stand out when you apply to places like Nationwide.
✨Tailor Your LinkedIn Presence
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We think you need these skills to ace Operational Excellence Lead in Edinburgh
Some tips for your application 🫡
Show Us Your Leadership Skills:In the corporate leadership and management field, it's essential to highlight your leadership experience. Use your CV to flesh out examples of how you've led teams to success or managed significant projects. We want to see specific instances where your actions made a tangible difference in your previous roles!
Quantify Your Achievements:Numbers talk, especially in management! When detailing your achievements in your CV or cover letter, don’t just say you improved team performance. Instead, say you boosted productivity by 30% over six months through effective strategy implementation. This makes your application pop and shows us what you can bring to Nationwide.
Craft a Compelling Cover Letter:Your cover letter is your chance to narrate your professional journey. We’re looking for motivation and a clear understanding of what corporate leadership means to you. Dive into your aspirations and how they align with the values and vision of Nationwide. Make it personal – we want to get to know you!
Tailor Your CV for Management Roles:Ensure your CV reflects the management skills that are essential for this role. Focus on competencies like strategic planning, team building, and problem-solving. Use a clean layout, and don’t forget to align your experiences with those keywords mentioned in the job listing. This will help you stand out from the crowd!
How to prepare for a job interview at Nationwide
✨Showcase Your Leadership Style
You’ll want to thoroughly convey your unique approach to leadership. During the interview with Nationwide, be ready to share real-life examples of how you've inspired and motivated teams in the past. Think about specific achievements that illustrate your strategic thinking and your ability to drive results.
✨Brush Up on Management Theories
Expect some technical questions related to management theories and practices. Brush up on concepts like transformational leadership, servant leadership, or situational leadership. Be prepared to discuss how you would apply these theories to the role at Nationwide, especially in the specific context of the challenges they’re currently facing.
✨Craft Your Vision for the Company
Since this is a full-time leadership role, spending time thinking about your vision for Nationwide could really set you apart. Consider potential strategies for growth and how you would lead teams towards achieving them. This shows not just enthusiasm, but also strategic foresight that they’ll likely be looking for in a candidate.
✨Emphasise Team Dynamics and Culture
In corporate leadership, team dynamics and organisational culture are everything. Be ready to discuss how you've fostered a positive work environment in previous roles. Bring up examples of how you've managed diverse teams effectively—this will resonate well at Nationwide as they’re likely seeking a candidate who can enhance their workplace culture.
