Senior Customer Experience Lead – Customer Brand and Engagement

Job title:

Senior Customer Experience Lead – Customer Brand and Engagement

Company

Nationwide

Job description

This is an exciting opportunity to join the newly formed Customer Experience Team, part of the Customer, Brand & Engagement (CB&E) function. Working day-to-day with our Head of Customer Experience, you’ll be responsible for identifying and driving experience design initiatives which meet and exceed the needs and expectation of Nationwide customers.While Nationwide is already known for providing excellent service to its customers, we don’t just want to be best ‘some of the time’. We want to be consistently and undisputedly number one for customer experience in financial services.It’s a bold aim and to reach it, we’re building a team of people passionate about driving a customer-centric mindset across Nationwide, focused on customer need agnostic of product or channel. People who will relentlessly represent the customer, proving that good experience leads to better outcomes, deepening of relationships, brand loyalty, long-term value and commerciality.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 or London 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 .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 doingYour role will be crucial to this:- leading a small team of service designers and a researcher, you will be responsible for the creation of quality journey maps, service blueprints and insight gathering, deeply understanding customer needs and expectations across our customer journeys.You’ll engage leaders across the Society, using data and insight to lead the decision on where to focus effort to make the biggest difference.As important as your solid knowledge of service and experience design best practice is your ability to translate findings and opportunities into meaningful action, setting business design and delivery teams up for success in implementing change.We are looking for someone with a drive to make a difference, who can manage a broad range of activities and deliver meaningful outcomes in a complex, fast-paced and dynamic environment. You’ll be outstanding at relationship management, with the ability to lead a high performing team and to support and deliver multiple streams of work.This role is within the Customer Brand and Engagement Function, which is responsible for building and maintaining Nationwide’s brand and reputation, both for customers and colleagues.The Customer Experience Team identifies opportunities to improve customer experience, bringing business areas together to look at a customer journey, alongside process. We own the Nationwide Customer Journey List, the CX Standards for design and change and support the business in finding the best solutions to meet both business and customer needs.You’ll lead, direct and coach a multi-disciplined research and design team to service and improve customer journeys and create positive and distinctive experiences.You’ll lead the team on journey mapping, service blueprinting and insight gathering, deeply understanding customer needs and expectations and turning this knowledge into actionable opportunities for business design and change teams to take forward into delivery.You’ll forge strong links across the Society, bringing people together across products, services and teams to focus on the end-to-end journey through the eyes of the customer.You’ll be creating a centre of excellence, driving consistency in customer experience by developing tools and best practice ways of working which can be adopted across the Society, evaluated and reported against.You will use your strong planning and organisational skills to apply focus and clarity on priorities and be comfortable managing multiple activities simultaneously with high standards and expectations for delivery.About you

• An accomplished senior leader of service and experience design teams, used to working across an organisation to drive change across multiple products, services and channels.
• A comprehensive understanding of experience design disciplines across service design, UX, UI and research.
• Skilled in developing experience design artefacts such as journey maps, service blueprints, research briefs, analysis and opportunity development.
• Proven experience in sourcing, collating and understanding data from multiple sources to drive recommendations and action.
• Proven ability to build relationships, influence, build trust and challenge stakeholders at all levels of an organisation, using a thorough understanding of customer and business needs to find solutions and strategies that drive both customer-centric and commercially viable change.
• Outstanding written and verbal communication skills, with extensive experience in translating customer needs, pain points and opportunities into meaningful, impactful content to gain buy-in and support.
• Effective, versatile and action oriented, with the ability to plan, prioritise and manage both routine and ad hoc workloads.

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 getThere are all sorts of employee benefits available at Nationwide, including:

• A personal pension – if you put in 7% of your salary, we’ll top up by a further 16%
• Up to 2 days of paid volunteering a year
• Life assurance worth 8x your salary
• A great selection of additional benefits through our salary sacrifice scheme
• Wellhub – Access to a range of free and paid options for health and wellness
• Access to an annual performance related bonus
• Access to training to help you develop and progress your career
• 30 days holiday, pro rata
• Individual healthcare cover

Banking – but fairer, more rewarding, and for the good of societyWe 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 nextIf 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.#LI-POSTPlease note that should you be successful in securing this role the job title on our internal systems will be Senior Experience Lead.

Expected salary

Location

London – Swindon

Job date

Fri, 04 Apr 2025 06:29:09 GMT

To help us track our recruitment effort, please indicate in your email/cover letter where (hiring-jobs.com) you saw this job posting.