Service Design & Improvement Architect

Help shape the future of People services at Nationwide.

As a Service Design and Improvement Architect, you'll lead the design and continuous improvement of services that support colleagues throughout their career journey. You'll use data, insight and colleague feedback to simplify processes, enhance experiences and drive operational excellence across the People function.

Working with stakeholders across People, Digital and the wider business, you'll identify opportunities to modernise services, increase the use of digital tools and self‑service solutions, and deliver meaningful improvements that make it easier for colleagues to access support and information.

This is an exciting opportunity for someone passionate about service design, continuous improvement and innovation. You'll play a key role in creating simpler, smarter and more colleague‑focused services, while helping shape the future of People operations through digital transformation and emerging technologies, including AI.

Join us and make a real impact by designing services that are efficient, intuitive and built around colleague needs.

This role sits within the recently formed People Operational Excellence team, part of the People Chief Operating Office (People COO), which leads operational excellence, service design, continuous improvement and digital innovation across the People function. The team is focused on creating simpler, smarter and more effective People services that support colleagues and business success.

As a Service Design and Improvement Architect, you'll lead the design and improvement of People services, driven by insights and colleague feedback, you will work to simplify processes, enhance digital experiences and deliver meaningful change. You'll partner with a range of People teams to create services that are intuitive, efficient and future‑ready.

The services you shape will make it easier for colleagues to access support, information and guidance throughout their career journey. By improving experiences, reducing complexity and increasing the use of digital solutions, you'll help colleagues spend less time navigating processes and more time focusing on what matters most.

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 role, you'll be based at your nearest regional office or hub. We value time spent together to connect with colleagues for collaboration so there will be a regular requirement to attend our Swindon site approximately once per quarter. If you are based at an office location, you'll be expected to meet our hybrid working requirement of at least two days a week, or 40% of your working time if part‑time, in the 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.

Every day brings the chance to make life a little easier for colleagues across Nationwide. You'll spend time talking to people, understanding what's working well and where services could be simpler, then turning those insights into practical improvements. Partnering with teams from across the People function, you'll help shape better digital experiences, streamline processes and introduce…