We are looking for a Solution Architect to cover 6-month paternity leave. As a Customer Servicing Solution Architect, you’ll work as part of a multi-disciplinary architecture team, supporting Customer Servicing strategic programmes and value stream initiatives to shape and assure the technical direction for Nationwide’s Customer Servicing systems.
We’re looking for someone with an established track record of architecting solutions, practical delivery experience, sound judgement and applied knowledge of the Customer Servicing domain, especially in Conversational Banking.
We are happy to consider flexible working approaches to help you perform at your best.
This is a 6-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 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.
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
The team are responsible for defining the Customer Servicing technical roadmap based on business strategy, shaping solution options and ensuring CIO deliveries align to the agreed strategies, roadmaps, enterprise guardrails and relevant industry standards.
You will be helping to shape practical, resilient and future-ready solutions. You will bring a broad base of solution architecture experience, together with hands-on understanding of customer and colleague experience, operational processes, design patterns/ standards and new emerging technologies.
About you
As a minimum requirement you’ll have:
Experience applying architecture thinking to real Customer Servicing change, balancing strategy, delivery, resilience, regulation and colleague and member outcomes
Designing and delivering Customer Servicing solutions in a UK financial services organisation or similarly regulated environment
Applying practical knowledge of channel technologies, design standards and end-to-end processing across some or all of our self-service and mediated channels, including contact centre, chat and branch networks
Producing and assuring solution designs for technical changes, including logical architecture, integration, data flows, non-functional requirements and operational considerations
Working with suppliers providing the channel technologies and platforms and product owners to drive product development, including Amazon, Microsoft, Pega and other bespoke applications
Providing insights on future technologies, including conversational and agentic AI, and how they could unlock business value at pace
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 Mei Fong Tam, and the main recruitment contact is Ashley Dodds.
Please note that should you be successful in securing this role, the job title on our internal systems will be EN03 - Engineer E3.
Customer Servicing Solution Architect in Swindon 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.
