Change Consultant

This is an exciting opportunity to help shape how Nationwide understands, improves and manages its end-to-end processes across Retail and Customer Operations.

We're looking for a Change Consultant to support the development of Retail and Customer Operations process mapping. Working with colleagues across the Society, you'll help create a clear view of how processes operate, identify opportunities for improvement, and provide insight that supports better customer outcomes, reduced risk and increased efficiency. You’ll also use process data and continuous improvement methods to diagnose performance issues, test root causes and help teams deliver measurable, sustainable improvements.

The role combines process analysis, stakeholder engagement and change delivery, supporting both strategic process improvement initiatives and the ongoing management of process information and insight. You'll work with business teams to document current and future state processes, support process ownership activities, and generate meaningful insights from process information and operational data. You’ll take improvement opportunities from insight through to action, helping to define benefits, prioritise interventions, support implementation and track whether changes deliver the intended outcomes.

Retail Transformation is a dynamic, fast-paced area that leads and delivers meaningful business change. We partner across Retail and Customer Operations to improve colleague and customer experiences, simplify ways of working and support the Society's strategic priorities.

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

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 spend at least two days per week, or if part time you'll spend 40% of your working time, based at either our Swindon or Northampton office.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.

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 part of your role, you will lead and support change initiatives focused on process understanding, optimisation and continuous improvement across Retail and Customer Operations. You will apply structured continuous improvement approaches to define problems, establish baselines, identify root causes, develop solutions and measure benefits.

You will facilitate workshops with business stakeholders to capture, document and maintain end-to-end process maps, ensuring they accurately reflect business operations and align to agreed modelling standards and governance requirements.

A key part of the role will be using data and insight to understand business challenges and identify practical improvement opportunities. This includes working with stakeholders to gather requirements, supporting data collection, analysing outputs and translating findings into clear recommendations. You will build and validate analyses, interpret process variations and performance measures, investigate bottlenecks, and present evidence-based recommendations in clear business language.

You will support the development of process ownership and governance frameworks by helping teams understand their processes, accountabilities, controls, risks and customer impacts.

Working alongside Change Managers, Process Owners and Subject Matter Experts, you'll help shape future-state process designs and support the delivery of improvement activity. This will include facilitating root-cause analysis, developing improvement options, supporting pilots and implementation, and establishing measures and control plans to sustain the change.

You'll be expected to manage your workload through agreed delivery frameworks and governance processes, maintaining progress, risks, issues and dependencies through tools such as Jira and Microsoft 365 applications while ensuring quality outputs are delivered to agreed standards.

Success in the role will depend on building strong relationships across multiple business areas and working collaboratively with stakeholders to deliver meaningful and sustainable improvements.

About you

The minimum requirements for this role are

Have an understanding of end-to-end process mapping and process flows

Be comfortable analysing information from multiple sources and translating it into clear, accurate process documentation and insight

Demonstrate strong analytical and problem-solving skills with excellent attention to detail

Have experience of supporting business change, process improvement or operational improvement activities

Have experience of using operational data to investigate process performance and identify improvement opportunities

Be able to apply continuous improvement techniques such as problem definition, root-cause analysis, process measurement, solution design and benefits tracking

Be able to communicate effectively with a wide range of stakeholders and facilitate workshops to gather information and build understanding

Be highly organised and capable of managing multiple priorities simultaneously

Be comfortable working independently whilst contributing positively as part of a team

Have strong Microsoft Office skills, particularly Excel, PowerPoint, Word and Teams

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.

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