Manager - Customer Vulnerability - 18-month fixed term contract

New Today

Join a purpose-driven organisation where your work directly impacts the financial wellbeing of 16 million customers as we shape the future of fairer banking.

We are navigating significant and ambitious change at Nationwide, the world's largest building society, including the recent acquisition of Virgin Money. It is an exciting time, as we evolve to a new future that sees us accelerate delivery of value to our 16 million customers and culturally, engage colleagues in new ways of working. The Vulnerability team sits within the heart of the change as we strive to deliver good service and good outcomes for all customers.

As a Manager in the Customer Vulnerability team, you'll be responsible for supporting the defining, developing and delivery of vulnerability and inclusion strategies. During this 12 month fixed term contract you will help identify, build and manage internal and external activities to support vulnerability agenda and the Society's vision of offering fairer and more rewarding banking to society.

This role reports to a Senior Manager in Customer Vulnerability in Customer Strategy, Insights and Propositions, within the Customer, Brand and Engagement function.

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 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, London, Bournemouth 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

You'll be responsible for creating and managing customer-centric initiatives; from identification of the initial customer or business need, through to delivery of business solutions and monitoring business success. To help you get an understanding of the work we do, recent successes include:

You'll be passionate about understanding customer needs and helping to develop solutions for situations as varied as divorce, carer responsibilities or dementia. You'll achieve this by working collaboratively across the organisation, bringing together colleagues to get the work done and make change happen.

With a clear regulatory focus on good customer outcomes and the treatment of vulnerable customers, you will be involved in compliance related activity, including reviews, and play a role in co-ordinating and/or delivering organisation-wide actions to address any issues and mitigate risks identified internally or externally.

You'll Work On-going Priority Actions/strategies And Have The Opportunity To Develop New Areas Of Consideration. You'll Contribute To Regular Papers And Inputs To Senior Committees To Prompt And Provoke The Right Level Of Consideration And Action. As Well As Being a Key Internal Vulnerability Expert, You'll Also Be Externally-facing, Representing Nationwide At Relevant Industry Forums, Meetings And Events. We're Specifically Looking For You To

About You

Role

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:

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:

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.

Benefits

Work Location: In person

LNKD1_UKTJ

#J-18808-Ljbffr
Apply
Location:
Bournemouth, England, United Kingdom
Salary:
£60,000 - £80,000
Job Type:
PartTime
Category:
Management & Operations

We found some similar jobs based on your search