Performance Lead in Newcastle

Description

Are you passionate about delivering exceptional customer outcomes and supporting colleagues to perform at their best?

We're excited to offer a newly created role within our Digital Experience Centre (DEC), providing a unique opportunity to make a meaningful impact from the outset. As part of a team dedicated to delivering a personal, seamless, and easy banking experience, you'll work closely with Operational Managers, Team Managers, and colleagues across the business to support performance, enhance processes and controls, and drive positive outcomes for customers, colleagues, and the Society.

This is a fantastic opportunity to help shape and influence a new position within a collaborative, customer-focused environment.

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. 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'll help deliver a Simply Brilliant Experience by supporting excellent customer outcomes and identifying opportunities to enhance both customer and colleague experiences across the Digital Experience Centre. Working closely with colleagues and leaders, you'll share knowledge, best practice, and coaching support to help build confidence, capability, and expertise, while contributing to a culture of continuous learning and development.

You will also support onboarding activities and coach, develop, and retain talented colleagues who are passionate about putting customers first. A key part of the role will involve championing continuous improvement by identifying opportunities to simplify processes, improve efficiency, and remove unnecessary complexity. You'll provide constructive challenge and support initiatives that deliver better outcomes for both customers and colleagues.

Alongside this, you'll help maintain effective operational controls and governance, ensuring activities are completed safely, compliantly, and with a strong focus on customer outcomes. Providing day-to-day support across key Digital Experience Centre processes, you'll work collaboratively with stakeholders to enable operational excellence, support high-quality service delivery, and balance customer, business, and regulatory requirements.

About you

• Proven customer focused experience with a passion for delivering great outcomes

• Strong communicator who can build understanding and engagement across different audiences

• Problem solver who enjoys identifying improvements and finding practical solutions

• Collaborative team player with strong relationship-building skills

• Continuous improvement mindset, always looking for ways to do things better

• Organised and resilient, able to manage priorities in a fast-paced environment

• Adaptable and proactive, with a positive approach to change and new challenges

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

• 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 Zoe Jones and the main recruitment contact is Angela Darbar.