Legal, Regulatory & Mandatory Operations Improvement Consultant

The Legal, Regulatory & Mandatory (LRM) Projects, Delivery & Operations team provides the foundations that enable the successful delivery of customer communications across Nationwide and Virgin Money.

The team leads the communications elements of some of the Society's most significant customer change programmes, ensuring strategic change is translated into clear, effective customer communications and journeys that deliver the right outcomes for customers and the business.

Alongside this, the team manages the production and distribution of business-as-usual customer communications, overseeing artwork, build, workflow and distribution activities across both brands.

The team also provides the operational foundations that support the wider LRM function, including governance, process management, documentation, technology and Digital Asset Management (DAM), helping to ensure communications are delivered efficiently, consistently and within a strong control environment.

The team sits within the Group Customer & Communications Function. The function’s purpose is to understand our customers and design meaningful engagement opportunities, together with building compelling experiences and communications. Customer strategy, marketing, brand, website and legal, regulatory & mandatory communications all sit within GCC, alongside a focus on communities with our social impact agenda.

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.

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.

What you’ll be doing

As an Operational Improvement Consultant, you'll help drive operational excellence across the LRM Communications function, supporting activity that strengthens processes, controls and ways of working.

You'll work with teams across the function to understand how processes are performing, identify opportunities to increase efficiency and strengthen controls. This will include supporting process reviews, mapping and documenting ways of working, and helping to implement practical changes that enhance quality, reduce risk and improve colleague and customer outcomes. You'll also help identify opportunities to make better use of technology, automation and AI-enabled solutions to streamline processes, reduce manual effort and increase operational effectiveness.

You'll support governance and operational oversight activity, gathering and analysing management information, assessing process performance, monitoring risks and tracking actions. By coordinating lessons learned activity and maintaining process documentation, procedures and playbooks, you'll help ensure teams have clear, consistent guidance and that opportunities for improvement are captured and embedded.

Working closely with colleagues across LRM Communications, you'll help embed best practice, support operational excellence initiatives and contribute to the ongoing evolution of our processes, tools and ways of working.

About you

Here are some of the qualities and behaviours which will help you to succeed in the role. You’ll:

Have a passion for continuous improvement, with a track record of identifying opportunities to simplify processes, improve controls and enhance operational performance

Be experienced in process mapping, process design and documenting current and future-state ways of working

Have strong analytical and problem-solving skills, using data, insight and root-cause analysis to identify issues and recommend practical solutions

Be comfortable interpreting management information, operational reporting and performance metrics to inform decision-making and prioritisation

Have excellent organisational skills, with the ability to manage multiple priorities and deliverables across a fast-paced environment

Be able to build strong relationships and work collaboratively with stakeholders across projects, operations and delivery teams

Have strong written communication skills, with experience producing clear process documentation, procedures, playbooks and operational guidance

Possess a high level of attention to detail and a strong focus on quality, governance and operational controls

Be comfortable working in a regulated environment, with an understanding of risk management, governance and control frameworks

Have experience supporting operational reviews, governance activity, lessons learned exercises or continuous improvement initiatives

Be proactive and self-motivated, taking ownership of actions and seeing improvements through to implementation

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

Recruitment scams can look convincing, so take a moment to check the role is listed on our official careers site and read our guidance onDon’t be conned by a job scam.

Interviews for this position are expected to take place from 11th November. We will let you know the outcome of your application shortly after the closing date. If you are shortlisted, we will share further details with you about the interview process. Please let us know about any annual leave you have planned during the interview timeframe.

Please note that should you be successful in securing this role, the job title on our internal systems will be Marketing & Corporate Affairs Executive.