At Nationwide, the world’s largest building society, we are navigating significant and ambitious change at an exciting time in our history. We recently completed our acquisition of Virgin Money, making us the UK’s first full-service mutual banking provider. Together we serve 24 million customers and are key to the financial future of more than a third of the UK’s population.
As a modern mutual, we can make a positive impact for our members and customers, our communities, and society as a whole. It’s our fundamental difference and what makes us a good way to bank, fairer, more rewarding and for the good of society.
This is an exciting opportunity to work within the Customer, Brand and Engagement (CBE) Function. Working day-to-day with our Chief Customer Officer, as ExCo-1, you’ll be responsible for overseeing and delivering activities that support the CBE Leadership Team.
You will be required to proactively drive and action items on behalf of the Chief Customer Officer, working with senior stakeholders across the Society to coordinate and drive activities, continuing the evolution of the function within Nationwide and supporting the accountabilities of the Chief Customer Officer.
We are seeking someone who demonstrates a desire to make a difference, who can manage a broad range of activities and deliver outcomes in a complex fast-paced and dynamic environment. You’ll have excellent relationship management, organisational skills with the ability to support and deliver multiple streams of work.
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, but this will vary depending on need and could be up to 4 days. If part time you'll spend 40% of your working time, based at our London office. If your application is successful, we will provide further details on how this works.
What you’ll be doing
You’ll support the delivery of the Customer, Brand and Engagement team’s objectives, reviewing and contributing to deliverables and helping the team achieve its strategic outcomes and ambitions. Working across the CBE Leadership team, ensuring that the outcomes and objectives of the function are being prioritised and progressed in line with the Society Plan.
As the Senior Business Support Manager, you'll lead the Chief Customer Officer's Office Team, working closely with the Personal Assistant. This role will require you to be confident engaging at all levels across Nationwide, particularly the CBE leadership team. The role is multifaceted, and you'll need to be able to balance challenging demands in a pressurised environment, so the ability to prioritise is a necessity. You'll collaborate on shared initiatives, alongside planning and coordinating CBE's colleague engagement schedule.
Activities include, but are not limited to:
1. Management of the Chief Customer Officer’s bi-weekly leadership committee
2. Planning and Management Reporting
3. Supporting the Chief Customer Officer with internal and external briefings
4. Co-ordination with the CBE leadership team on a wide variety of projects and initiatives
5. Drive content creation on executive presentations & relevant materials, leadership team meetings, internal all-hands meetings, and executive off sites; from time-to-time leading segments of these meetings.
About you
Your experience will ensure you quickly develop knowledge of the many elements of Customer, Brand and Engagement function, whilst getting to grips with the Chief Customer priorities.
We’re looking for someone who can make a difference, bringing great organisational and people skills, with the ability to confidently collaborate with and challenge people at all levels in the Society. You’ll navigate a variety of situations where we’d look for you to be proactive in suggesting solutions. You will enjoy a challenge and working in a fast-paced environment.
As a minimum you’ll need to either have or be:
1. Experience of strategy shaping and action-planning
2. Excellent communication skills, both in person and in writing
3. Strong interpersonal and negotiating skills, with the ability to build relationships, trust and influence across a large stakeholder population
4. High sense of responsibility and discretion
5. Intuitive and capable of using judgement to make key decisions
6. Able to successfully navigate within varying degrees of ambiguity in a fast-paced environment
7. Effective, versatile and action oriented, with the ability to plan, prioritise and manage both routine and ad hoc workloads
Our Customer First behaviours are all about putting customers and members at the heart of how we work together. You can strengthen your application by showing the behaviours that resonate with you, and how you might have already demonstrated these.
1. Say it straight - This is about being honest and direct with good intent and saying what needs to be said in the room. It’s also about being clear, precise, and using language that we and, importantly, our customers and members can understand.
2. Push for better - This is about aiming high and constantly looking for better in how we work together and serve our customers and members.
3. Get it done - This is about prioritising what will have the greatest impact, being decisive and taking accountability for delivering on the end-to-end outcome.
We know applying for jobs can sometimes feel like you’re sending an application into a black hole. We review each application individually. So, it’s a good idea to call out your most relevant experience on your application to give yourself the best chance.
About your rewards
We continually review and evaluate our offering to ensure we have a broad range of market competitive benefits available for our colleagues. When you put a lot in, it’s only fair to expect a lot out. So, when you help us do the right thing for our customers, we want to reward you.
Additional benefits include:
1. A personal pension – if you put in 7% of your salary, we’ll top up by a further 16%
2. Up to 2 days of paid volunteering a year
3. Life assurance, 8 x notional salary
4. A great selection of additional benefits through our salary sacrifice scheme
5. Wellhub – Access to a range of free and paid options for health and wellness
6. Opportunity to participate in our Annual Performance Pay plan
7. Access to training to help you develop and progress your career
8. 30 days holiday, pro rata
9. Individual healthcare cover
10. Access to a 24/7 discounts app – where you can make savings every day
What makes us different
Nationwide is the world’s largest building society. With over 15 million customers, we have a relationship with almost a quarter of the UK’s population. We’ve got the scale to compete with the big banks, but we’re not a bank.
As a building society, we’re owned by our members – that’s our customers who have their current account, mortgage or savings with us. It means we can do things differently to deliver our Purpose – Banking – but fairer, more rewarding, and for the good of society.
When you work at Nationwide, you can experience that difference for yourself. You’ll be part of a high-performing, purpose-driven organisation that offers rewarding career experiences and a highly competitive range of benefits to match. You’ll also be joining us at an important time as we seek to reach more and more people in the UK. We want everyone in the UK to know that they don’t have to bank with a bank. They can choose a modern mutual instead.
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.
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