As we accelerate the next phase of transformation across Group Customer Operations (GCO), we are offering two exciting opportunities for a high-performing Senior Transformation Leads.
This is a significant opportunity to work at the heart of the Group Customer Operations agenda, helping turn strategic ambition into visible delivery. The role will support the shift to a simpler, more connected and more effective operating model across customer-facing operations, aligned to the Nationwide Blueprint, our Modern Mutual ambition, and the continued evolution of Simply Brilliant Experiences.
This is not a traditional project role. We are looking for someone who can operate confidently in ambiguity, bring structure where it is needed, challenge constructively, and work across teams to get things moving. You will need to be hands on, delivery-focused and comfortable working with senior stakeholders where the answer is not always obvious.
The successful candidate will act as a key link between strategic priorities and business execution — helping shape the work, build momentum, unblock decisions, surface risks, and make sure progress is measurable and sustainable.
Bringing a blend of curiosity, insight and drive, you will be part strategist, part problem solver, and part execution lead with the confidence to question, the judgement to prioritise, and the determination to see things through.
We are happy to consider flexible working approaches to help you perform at your best.
We have 1 x 14-month and 1 x 13-month Fixed Term Contract.
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 hub. There will be a need to regularly connect with colleagues for collaboration events in one of our office sites. If your application is successful, your hiring manager will provide further details on how this works.
If we receive a high volume of relevant applications, we may close the advert earlier than the advertised date, so please apply as soon as you can.
The role involves identifying, shaping and delivering transformation opportunities across Group Customer Operations that unlock customer, colleague, control, efficiency and commercial value.
You will partner with business leaders and delivery teams to move priorities from intent into action helping define the problem, shape the plan, mobilise teams, manage dependencies, and track progress through to delivery.
You will act as a hands-on partner to senior stakeholders, coaching, challenging and enabling teams to deliver meaningful change. This will include championing customer-led, agile and iterative ways of working, while ensuring delivery remains practical, controlled and outcome focused.
You will also work closely with external delivery partners where required, ensuring a strong focus on sustainable knowledge and capability transfer into Nationwide colleagues, systems and processes.
A key responsibility will be to ensure all initiatives consider future integration needs, balancing pragmatism with alignment to longer-term sustainability goals. As a visible transformation ambassador, you will build engagement, belief and ownership across teams, while proactively escalating risks, resolving blockers and enabling decision making at pace.
In this role, you will be responsible for translating strategic priorities into clear delivery plans, with defined milestones and measurable outcomes that drive tangible results. You will work collaboratively across GCO teams and enabling functions to simplify processes, remove friction, and improve overall outcomes, while identifying opportunities to enhance customer and colleague experience, strengthen controls, increase efficiency, and reduce failure demand. A key part of the role will involve supporting the development of robust business cases, including benefits tracking and clear delivery evidence, as well as constructively challenging assumptions to help teams make better, faster, and more informed decisions.
You will also engage with external partners where required, ensuring effective knowledge transfer back into Nationwide, while building strong engagement and ownership across teams to reduce dependency on a central transformation function. Additionally, you will be expected to proactively escalate risks, blockers, and key decisions in a clear and timely manner, ensuring all activity remains on track. Throughout, you will ensure that all work is scalable, sustainable, and fully aligned with the future Group operating model.
We are looking for someone who can bring energy, judgement and delivery grip.
You'll need to demonstrate that you can lead complex work, build trust quickly and deliver through others in a fast-moving environment. We are looking for:
- Experience delivering end-to-end process, operational, digital, CX, service design or transformation change
- A track record of delivering measurable outcomes, not just managing activity
- The ability to create structure in ambiguity and move work forward without waiting for perfect clarity
- Strong stakeholder management skills, including the confidence to challenge constructively
- A practical understanding of how large organisations deliver change, including governance, risk, controls, dependencies and benefits
- Strong communication skills, with the ability to simplify complexity and create alignment
- Experience working with senior leaders and cross-functional teams
- An outcome-led mindset, balancing pace, pragmatism, control and sustainability
- Curiosity, resilience and the confidence to get into the detail when needed
- Experience working with external delivery partners within complex environments
This role will suit someone who is comfortable with ambiguity, able to create their own traction, and confident turning broad intent into clear, practical delivery without needing heavy direction.
Why this matters?
Group Customer Operations has a central role to play in shaping the future Nationwide. The work we do touches customers and colleagues every day through our fraud, financial crime, collections, servicing and operations teams.
This role is about helping us move faster, with more discipline and clearer outcomes. It is about creating momentum, joining the dots, and making transformation practical, visible and valuable.
For the right person, this is a chance to operate close to senior decision making, build broad Group experience, and play a meaningful role in shaping how GCO delivers over the next 14 months and beyond.
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:
30 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
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.
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.
