At a Glance
- Tasks: Lead customer migration and remediation for a modern Business Bank.
- Company: Nationwide, a forward-thinking mutual bank focused on customer relationships.
- Benefits: Hybrid working, generous home working options, and a supportive team environment.
- Other info: Join a dynamic team with opportunities for professional growth and development.
- Why this job: Shape the future of banking while ensuring safe and resilient customer experiences.
- Qualifications: Experience in customer migration, risk management, and strong leadership skills.
The predicted salary is between 70000 - 90000 £ per year.
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.
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.
Head of Customer Migration & Remediation employer: Nationwide
Nationwide is an exceptional employer, dedicated to fostering a collaborative and inclusive work culture that prioritises employee well-being and professional growth. With a strong commitment to hybrid working, employees enjoy the flexibility of balancing their time between home and our vibrant offices in Swindon, Northampton, Glasgow, or London, all while contributing to meaningful projects that enhance customer experiences. Our focus on continuous improvement and strong risk management ensures that every team member plays a vital role in shaping the future of Business Banking, making it a rewarding place to build a career.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Customer Migration & Remediation
✨Tip Number 1
Network like a pro! Reach out to people in your industry, especially those at Nationwide. A friendly chat can open doors and give you insights that a job description just can't.
✨Tip Number 2
Prepare for the interview by understanding the company’s values and mission. Show how your experience aligns with their journey to build a relationship-led Business Bank. We want to see that passion!
✨Tip Number 3
Practice your storytelling skills. Be ready to share specific examples of how you've successfully managed customer migrations or remediation projects. We love hearing about real-life experiences!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets the attention it deserves. Plus, we’re always on the lookout for talent that fits our culture.
We think you need these skills to ace Head of Customer Migration & Remediation
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your experience in customer migration and remediation. We want to see how your skills align with our mission of creating a relationship-led Business Bank.
Showcase Your Leadership Skills:As the Head of Customer Migration & Remediation, you'll be leading teams and driving change. Use your application to demonstrate your leadership style and any relevant achievements that showcase your ability to manage complex projects.
Be Clear and Concise:Keep your application straightforward and to the point. We appreciate clarity, so make sure your key points stand out. Avoid jargon unless it’s relevant to the role, and ensure your passion for customer advocacy shines through.
Apply Through Our Website:We encourage you to submit your application directly through our website. This way, you’ll ensure it reaches the right people and you can easily track your application status. Plus, it’s super easy to do!
How to prepare for a job interview at Nationwide
✨Understand the Role Inside Out
Before your interview, make sure you thoroughly understand the responsibilities of the Head of Customer Migration & Remediation. Familiarise yourself with Nationwide's approach to customer advocacy and risk management, as well as how this role fits into their broader strategy.
✨Showcase Your Leadership Skills
This position requires strong leadership capabilities. Prepare examples from your past experiences where you've successfully led teams through complex migrations or remediation processes. Highlight your ability to foster collaboration across departments like Product, Digital & Technology, and Operations.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills in real-world scenarios. Think about challenges you might face in ensuring customer safety and operational resilience during migration. Be ready to discuss how you would handle these situations effectively.
✨Emphasise Continuous Improvement
Nationwide values continuous improvement in their processes. Be prepared to discuss how you've implemented scalable and repeatable capabilities in previous roles. Share specific strategies you've used to enhance customer journeys and ensure regulatory compliance.
