Senior Distribution Change Manager

You’ll be working closely with our Senior Leadership Team alongside wider society stakeholders to drive, translate and implement change and improvement activities in Customer Resolution Operations. You’ll lead a diverse and high‑performing team to deliver against key deliverables at pace, manage a large portfolio with responsibility for resource allocation and prioritisation management throughout the life cycle, and ensure all projects are delivered to a quality standard.

You’ll report to and engage senior stakeholders regularly, articulating plans that align with regulatory requirements, standard policies and governance frameworks. By building and maintaining internal and external relationships across the business, you’ll deliver effective development and implementation of plans across Retail. You’ll represent Customer Resolutions as an SME and key stakeholder across a range of Society‑wide projects, ensuring that CRO’s interests are fully taken into account and changes are delivered and integrated successfully.

• 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.

• Proven experience in financial services within a complex change‑management environment.
• Understanding of the Customer Resolution landscape, including stakeholder matrix, customer needs and regulatory requirements.
• A track record of delivering strategic initiatives, working within budget, ope rationalising business readiness and experience of leading & managing a team.
• Excellent stakeholder‑management skills, working across multiple teams and influencing at all levels.
• An analytical and commercial mindset, with the ability to interpret data, assess opportunities and make sound business recommendations.
• Clear and confident communication skills, including experience preparing, presenting strategic updates to senior leadership and articulating the ‘why’.
• An inquisitive nature leading to proactive identification of opportunities for improvement, innovative problem‑solving and making the enigmatic clear.

We’re a Building Society and we do banking. Our difference? We’re owned by, and run for our customers who have their mortgages, savings or current accounts with us. We are guided by a strong social purpose as we implement our Blueprint for a Modern Mutual – “Banking, but fairer, more rewarding and for the good of society.” In Customer Resolutions we put things right when they go wrong for our customers and learn from this insight to prevent issues reoccurring.

We’re a specialist operational area focused on resolving complaints, remediating incidents and operating customer data processes each of which operate within a highly regulated environment.

The successful candidate will be leading a UK‑wide team of support staff to manage and drive through projects across Customer Resolution Operations to enhance the ways of working to support a more able, agile and efficient workforce. This role is fast‑paced with a vast and varied portfolio that requires an excellent track record of both stakeholder engagement and influencing to ensure the change deliverables are met.

This is a fantastic opportunity to make a real difference in an organisation famed for its values and sense of social purpose. This is a 15‑month secondment opportunity. At Nationwide we offer hybrid working wherever possible.…