Business Support Consultant

In your role within Customer Data Operations, you will act as a recognised subject matter expert for the existing Individual Rights processes managed by the Virgin Money Specialist Functions Team, including Data Subject Access Requests (DSARs) and other rights exercised under UK GDPR.

Using your extensive knowledge and practical experience of the existing Virgin Money Individual Rights operating model, procedures, controls and customer journeys, you will provide consultancy, guidance and constructive challenge across operational, project and strategic initiatives. You will play a critical role in shaping process development, governance arrangements and change activity, ensuring that regulatory obligations, customer outcomes and operational requirements are appropriately considered and translated into effective solutions.

Acting as a recognised source of expertise, you will represent the Individual Rights function in projects, governance forums and strategic initiatives, influencing future process design, strengthening operational controls and driving continuous improvement across Customer Data Operations.

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

This is a 12-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 our Glasgow office. If you’re based at our Glasgow office, this will apply from 1 April 2027 and ahead of that there will be a need to regularly connect with colleagues for collaboration events. 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.

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.

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

As a recognised subject matter expert for the Individual Rights processes managed by the Virgin Money Specialist Functions Team, you will provide consultancy, guidance and constructive challenge across operational, project and change activities. Drawing on your extensive practical knowledge of the existing Virgin Money Individual Rights operating model, procedures, controls and customer journeys, you will support complex decision-making, resolve high-risk cases and determine appropriate response strategies for sensitive Individual Rights requests.

You will lead and support stakeholder engagement across operational, legal, risk, compliance, technology, project and third-party teams, ensuring Individual Rights requirements, impacts and dependencies are understood and appropriately represented. Taking ownership of weekly case reviews and oversight of work in progress, you will identify emerging risks, themes, issues and opportunities, driving appropriate actions to support positive customer outcomes, effective controls and timely delivery.

Using your specialist expertise, you will identify control gaps, process weaknesses and root causes, providing recommendations that strengthen governance, reduce risk and improve operational effectiveness. You will represent the Individual Rights function within projects, change initiatives, integration activities and third-party engagements, assessing impacts, determining appropriate strategies and ensuring that existing Virgin Money Individual Rights requirements are reflected in future solutions.

You will lead the assessment of business, regulatory, system and organisational change, using your knowledge of existing Virgin Money Individual Rights processes, controls, SOPs and customer journeys to identify risks, dependencies and opportunities. Supporting integration, migration and transformation activities, you will assess impacts on existing operating procedures and provide guidance to ensure future operating models remain aligned with regulatory obligations and customer requirements.

You will also coach and support colleagues through the sharing of specialist knowledge and best practice, helping to strengthen capability, improve decision-making and drive consistency across the function. Alongside this, you will champion continuous improvement initiatives that strengthen controls, enhance customer outcomes and increase the effectiveness of Individual Rights activities.

About you

You will have

Extensive knowledge and practical experience of applying the existing Individual Rights processes managed by the Virgin Money Specialist Functions Team, including Data Subject Access Requests (DSARs), is essential. The successful candidate will be expected to utilise this expertise from the outset to provide subject matter guidance, influence decision-making and support future process development.

Demonstrable experience applying detailed knowledge of the existing Virgin Money Individual Rights operating model, controls, procedures and customer journeys to support complex case resolution, operational decision-making and change delivery.

Established experience of using Virgin Money Individual Rights expertise to assess change impacts, identify risks and dependencies, challenge proposed solutions and make informed recommendations.

A detailed understanding of UK GDPR Individual Rights and how the associated regulatory obligations are delivered through existing Virgin Money operational processes, controls and customer journeys.

Experience leading complex or high-risk Individual Rights case reviews and determining appropriate response strategies.

Experience representing a specialist operational function within projects, governance forums, stakeholder engagements and strategic change initiatives.

Practical experience supporting integration, transformation or data migration activity and assessing impacts on existing operational processes, controls and guidance.

Strong process governance, control and risk management experience, with the ability to identify opportunities to strengthen operational effectiveness and customer outcomes.

Excellent stakeholder management, communication and influencing skills, with the confidence to provide specialist consultancy and constructive challenge at all levels.

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

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.
• Keeping your data and personal information confidential is important to us. To find out more about how we use and process your data, please read our Privacy policy.
• If you want to find out more about using AI in our recruitment process, please read more here.

Disability Confident

We’re not just guided by data, we’re driven by the real experiences of our people. We’re a Disability Confident Level 3 Leader, the highest level.

That’s why we’re constantly evolving our policies and practices to make sure everyone feels genuinely supported, valued, and empowered to champion inclusion. Whatever your needs, we’re here to support you. If you need any additional support throughout your application journey, email our team at Recruitment Support.

Apply safely with Nationwide

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The hiring manager for this role is Dale Clarkson, and the main recruitment contact is Sameena Rehman.