Fraud Contact Service Delivery Manager

Join us as a Fraud Contact Service Delivery Manager and play a key role in shaping how we support and protect customers throughout their fraud journey. Working within Fraud Operations, you'll lead the strategy, performance and evolution of customer contact channels, ensuring every interaction is timely, effective and delivers the right outcome. As fraud risks and customer expectations continue to change, you'll help drive innovative approaches that enhance customer engagement while strengthening our response to economic crime.

In this highly visible role, you'll work closely with operational teams, technology partners and senior stakeholders to optimise a broad range of contact channels, including telephony, chat, SMS, RCS, proactive messaging and fraud alert technologies. Using customer insight, performance data and industry best practice, you'll continuously review and refine contact strategies, identify automation and improvement opportunities, support change delivery, and ensure customers are contacted through the most effective channel at the most appropriate time.

This is an exciting opportunity to influence the future of fraud contact delivery, with exposure to senior leadership and the chance to shape strategic decisions across the function. We're looking for someone with strong service delivery experience, a deep understanding of fraud contact strategies and channels, and the ability to translate data and customer outcomes into meaningful improvements that enhance both operational performance and customer experience.

We are happy to consider flexible working approaches to help you perform at your best.

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.

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.