Change Manager

We’re a Building Society and we do banking. Our difference? We're owned by, and run for, our customers who have their mortgages, savings, current or business accounts with us. We were founded with a strong underlying social purpose, to help people save and buy homes of their own. We continue to be guided by this same social purpose today, as we implement our Blueprint for a Modern Mutual - “Banking, but fairer, more rewarding and for the good of society.”  In Complaint Operations, we put things right when complaints are escalated to the Financial Ombudsman Service, helping deliver fair outcomes for customers while learning from this insight to improve how we resolve complaints in the future. 

The successful candidate will play a key role in delivering initiative activity across Complaint Operations (FOS), supporting change that will be determined and prioritised more centrally. You will lead and coordinate business change activity across the full change lifecycle, from shaping delivery approaches and engaging stakeholders through to business readiness, implementation and benefits realisation. 

This role requires someone with strong change management experience, excellent stakeholder engagement skills, and the ability to deliver at pace in a complex, highly regulated operational environment. You will work closely with central change teams, operational leaders and subject matter experts to ensure change is delivered in a controlled, thoughtful and effective way for colleagues and customers. 

This is a fantastic opportunity to make a real difference in an organisation famed for its values and sense of social purpose. 

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 Northampton, Dunfermline, Wakefield or Swindon 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. 

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.

What you’ll be doing

Key responsibilities will include: 

Lead end-to-end business change activity for a portfolio of FOS initiatives, taking ownership of delivery planning, stakeholder engagement, readiness activity, implementation and outcome tracking. 

Work closely with central change teams and operational leaders to translate prioritised initiative activity into clear delivery plans, ensuring alignment with strategic objectives, customer outcomes, regulatory requirements and operational capacity. 

Drive business readiness across affected teams, ensuring colleagues understand what is changing, why it matters, what support is available and how the change will be embedded into day-to-day operational activity. 

Operate within appropriate governance frameworks, proactively identifying risks, issues, dependencies and decisions, and escalating where needed to keep delivery on track. 

Track progress and report on delivery performance using appropriate tools and forums, providing clear updates on milestones, risks, benefits and operational readiness. 

Champion customer and colleague outcomes by ensuring change is designed, delivered and embedded in a way that is simple, controlled and operationally effective. 

About you

The minimum requirements for the role are:

• A successful track record of delivering business change or operational initiatives from planning through to implementation and embedding
• Experience working in a fast-paced operational environment, ideally with knowledge of complaints, FOS casework, remediation or regulated financial services 
• Proven ability to apply change management principles, governance and delivery disciplines in a practical way that supports successful outcomes
• Excellent planning and organisational skills, with the ability to shape clear delivery approaches, manage milestones and prepare teams for change 
• Confident influencing and collaboration skills, with the ability to build relationships across central change teams, operational areas and senior stakeholders
• Ability to turn complex change activity into clear, practical messages for different audiences, both in writing and in person
• Proactive Problem Solving - Flexible and resilient, with the ability to simplify problems, manage competing priorities, identify risks early and keep delivery moving 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.

The extras you’ll get

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

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 Sharon Campbell, and the main recruitment contact is Jemma Ives.