Solution Architect - E3 in Swindon

As a Solution Architect, you’ll work as part of a multi-disciplinary architecture team, supporting Customer Servicing CIO 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 Customer Data & Resolutions.

This role sits within the Architecture team in Customer Technology Delivery (COO), aligned to the Customer Servicing CIO. The team is responsible for defining the 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.

Customer Servicing within Nationwide is entering a period of significant change as we complete our simplification and modernisation roadmap within the existing estate to drive resilience and security, exploit new technology like artificial intelligence to improve customer experience and efficiency, prepare for further change including the technical integration between Nationwide and Virgin Money, while responding to industry and regulatory demands as they emerge. This creates a strong pipeline of meaningful work, with opportunities to transform how Nationwide serves its 24 million customers.

We have an ambitious strategy to transform and simplify our Customer Servicing estate to support our members for the future, with our core focus being:

• Customer Data & Resolutions Architecture: shaping the target and transition architecture for customer data and resolutions capabilities, including the customer system of record, data platforms, complaints management and information rights services.
• Customer Data Lifecycle Management: strengthening how customer data is created, maintained, made accessible to enterprise applications, governed and safely offboarded across the customer lifecycle.
• Customer Data Migration and Integration: supporting customer data migrations and integration activity linked to the Virgin Money acquisition, alongside other strategic customer data change where new propositions or services need to align to the future data architecture.
• Data Quality, Governance and Servicing Outcomes: ensuring customer data designs support operational servicing, regulatory obligations, data quality, lineage, ownership, controls and auditability.

This is an excellent opportunity to join the Customer Servicing Architecture team at a time of meaningful change, helping to shape practical, resilient and future-ready solutions. The successful candidate will bring a broad base of solution architecture experience, together with hands-on understanding of customer lifecycle management, operational processes, design patterns/ standards and new emerging technologies.

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.

You’ll be a key part of the Customer Servicing Architecture team, supporting the Customer Servicing CIO’s change portfolio by working alongside value streams, product and delivery colleagues, engineers, vendors, partners and architects from across Nationwide. A key part of the role is ensuring the end-to-end completeness and integrity of Customer Servicing solutions, making sure designs are secure, resilient, supportable and aligned to the relevant governance, patterns, standards and guardrails.

You’ll own and deliver solution design to enable fast delivery of business values, while supporting the development of our 2-year technical roadmaps for the CIO and work with Enterprise Architects to inform the longer-term 3 to 5-year vision. The role includes providing practical architecture advice on strategic technology issues, setting out clear options, trade-offs and recommendations so that change initiatives and sponsors can make informed decisions.

We’re looking for an established architect who can demonstrate applied experience in:

• Applying architecture thinking to meaningful Customer Servicing change, balancing strategy, delivery, resilience, regulation, data governance and member outcomes.
• Designing and delivering customer data solutions in UK financial services or similarly regulated environments, with strong understanding of customer systems of record, preferences, retention, complaints and DSARs.
• Leading customer data lifecycle architecture across onboarding, maintenance, accessibility, consent and preference management, vulnerability, retention and offboarding.
• Leading customer data mapping, transformation and migration design, including reference data, survivorship, reconciliation and data quality controls.
• Defining and assuring customer data architecture, including logical data models, lifecycle models, entity relationships, ownership, data dictionaries, deployment models and target/transition state designs.
• Knowledge of SAP Business Partner or SAP customer data architecture, including applying data model, relationship, role, integration and extensibility considerations to practical solution architecture.
• Producing and assuring solution designs for technical change, including logical architecture, integration, data flows, non-functional requirements, operational considerations, risks, dependencies and design gaps.
• Working with engineers, delivery teams, product owners, platform teams and key technology suppliers to shape fit-for-purpose solutions across technologies such as SAP FS BP, SAP Fioneer, Databricks, MongoDB, APIs and event-driven integration.
• Bring knowledge of modern data platforms, data governance and future technology patterns, including Collibra, data migrations, metadata, lineage, reconciliation, audit evidence, cloud/hybrid hosting and agentic AI.

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, 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.