Head of Customer Experience - Transformation and Delivery

As we accelerate the next phase of Group Customer Operations (GCO), aligned to the Nationwide Blueprint, our Modern Mutual ambition and our strategic priorities, we are advertising a maternity cover opportunity for a high-performing Head of Customer Experience - Transformation and Delivery.

This is a high-impact leadership role at the centre of journey ownership, GCO performance, customer intelligence, automation and AI. The agenda is clear, strategically important and outcome-led: we need to maintain pace, strengthen delivery and continue turning insight, journey performance and intelligent automation into measurable improvements for customers, colleagues and the Society.

This role brings together three critical parts of our GCO agenda: Group Customer Journey Ownership, GCO journey performance, and AI & Automation. It will help set the Society-wide journey ownership framework, make that framework practical, lead the day-to-day performance rhythm in GCO, and drive the business automation agenda by joining up opportunities across journeys, processes, business lines and technology teams.

The measure of success is simple: this role must help GCO improve customer outcomes, reduce failure demand, simplify colleague experience, strengthen operational resilience and unlock productivity through intelligent automation and AI. It will create the performance and prioritisation discipline to move opportunities out of discussion and into customer delivery.

This is not a governance or reporting role. It is an execution-focused leadership role for someone who can connect strategy to delivery, challenge constructively, simplify complexity and get things done.

The successful candidate will lead the performance rhythm for GCO and the continued development of the Group Customer Journey Owner model. They will make sure the Group framework is clear, outcome-led and consistently understood, while also driving the practical GCO delivery agenda across customer experience intelligence, journey performance, automation, AI and operational improvement.

A major part of the role will be leading the business-wide AI & Automation agenda from a GCO perspective. This means joining the dots between opportunities emerging from business lines, customer journeys, process performance, colleague pain points and operational data. You will work closely with Technology to shape the opportunity pipeline, challenge prioritisation, build confidence in the case for change and ensure automation is delivered against clear customer, colleague, productivity, resilience and control outcomes.

The role will also continue to mature the Group Customer Journey Owner framework. This means setting clear expectations on ownership, measures, outcomes and performance, while ensuring the model is practical, embedded and connected to real delivery. The aim is not to add another layer of process; it is to create clarity, accountability and momentum across end-to-end journeys.

This is a 12-month Fixed Term Contract 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 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.

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.