Change Consultant

Nationwide Building Society; Swindon; Hybrid; GBP 50,000 - 65,000; Full time

Benefits offered by this job

Private medical insurance

Pension

Annual bonus

Training & development

Salary sacrifice scheme

Life assurance

Wellhub

Volunteer days

Job summary

Nationwide Building Society is looking for a Change professional to lead and support a range of business change initiatives across Retail and Group Customer Operations. You will scope, impact assess, plan, implement and embed changes, while delivering smaller projects across diverse teams including Branch Network and Digital.

The role involves governance, risk management, and stakeholder engagement, with delivery using Jira, Confluence, SharePoint and MS Office.

Qualifications

• Knowledge of change management methodologies and their application.
• Excellent organisational, planning and communication skills.
• Ability to build effective stakeholder relationships up to senior management.
• Understanding of customer needs and different interaction channels.
• Experience in fast-paced environments and ownership.
• Proficiency in Excel and PowerPoint.

Responsibilities

• Lead and support delivery of business change across Nationwide's Retail and Group Customer Operations division.
• Scope, impact assess, plan, implement, and embed small to medium change initiatives.
• Deliver smaller projects across Retail teams including Branch Network, Telephony, Digital, Complaints, Fraud, AML.

Skills

Change management

Stakeholder management

Project planning

Communication

Excel

PowerPoint

Tools

Jira

Confluence

SharePoint

Microsoft Office

Job description

Our Transformation and Knowledge team is a vibrant, supportive, and high-performing community of change professionals who are passionate about delivering meaningful outcomes for our customers, colleagues, and the Society (both Nationwide and Virgin Money). We foster a collaborative culture where ideas are encouraged, achievements are celebrated, and everyone is empowered to make a difference. Working closely with colleagues across Retail, Group Customer Operations, and the wider organisation, you'll be part of a team that values innovation, continuous improvement, and shared success.

As part of Business Services, you'll work alongside experts in Workforce Capacity & Planning, Training, and Customer Journey Management, giving you the opportunity to build a broad network, share knowledge, and gain valuable insight into different areas of the business. We pride ourselves on creating an environment where colleagues feel supported to develop, challenge themselves, and grow their careers while contributing to some of Nationwide's most important strategic initiatives.

In this role, you'll lead and support a range of business change initiatives, helping to deliver improvements that enhance customer experiences, strengthen operational effectiveness, and support Nationwide's long-term strategy.

This is a 12-month Fixed Term Contract opportunity.

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, Bournemouth or Northampton 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. 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

Working alongside Change Managers and Senior Change Managers, you'll support the delivery of business change across Nationwide's Retail and Group Customer Operations division. You'll scope, impact assess, plan, implement, and embed small to medium-sized change initiatives, while leading the delivery of smaller projects across a diverse range of Retail teams, including Branch Network, Telephony, Digital, Complaints, Fraud, AML, and colleagues across both Nationwide and Virgin Money.

Using your business change expertise and stakeholder management skills, you'll define project approaches, assess impacts, develop delivery plans, and ensure initiatives remain aligned with strategic objectives and business priorities. Building strong relationships across the organisation, you'll influence stakeholders to achieve successful outcomes and secure the support needed to deliver lasting change.

You'll operate within established governance frameworks, proactively managing risks, issues, and dependencies, while using tools such as Jira, Confluence, SharePoint, and Microsoft Office to track progress and provide project reporting. You'll assess the impact of change on operational teams, support implementation activities, develop business cases, and help ensure benefits are realised.

You'll also contribute to the design and implementation of compliant processes that meet FCA and regulatory requirements, ensuring solutions are practical, effective, and aligned with Nationwide's strategy and risk appetite.

About you

For this role, you will have/be:

• Knowledge of change management, methodologies, and their application
• Excellent organisational, planning and communication skills linked to delivering change
• Able to build effective stakeholder relationships across the business up to senior management level
• An understanding of customer needs and the different channels they interact with us
• Experience of working in a fast-paced environment, quick thinking and taking ownership of actions
• Able to work alone effectively using your initiative and working alongside othersFlexibility to move from one delivery to another to meet business needs
• A good level of ability using Excel and PowerPoint

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 get

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

• Access to private medical insurance
• A highly competitive pension to help you build a strong foundation for retirement
• Access to an annual performance-related bonus
• Training and development to help you progress your career
• A great selection of additional benefits through our salary sacrifice scheme
• Life assurance to provide peace of mind for you and your loved ones in the event of your death
• Wellhub – access to a range of free and paid options for health and wellness
• Up to 2 days of paid volunteering a year

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.

Disability Confident

We’re not just guided by data, we’re driven by the real experiences of our people. We’re a Disability Confident Level 3 Leader, the highest level.

That’s why we’re constantly evolving our policies and practices to make sure everyone feels genuinely supported, valued, and empowered to champion inclusion. Whatever your needs, we’re here to support you. If you need any additional support throughout your application journey, email our team at Recruitment Support.

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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If you want to find out more about using AI in our recruitment process, please read more here.