Customer Strategy Consultant

Nationwide; Swindon; Hybrid; GBP 42,000 - 62,000; Full time

Benefits offered by this job

Hybrid work model

Redeployment priority

Private medical insurance

Pension

Annual bonus

Training & development

Salary sacrifice scheme

Life assurance

Wellhub health and wellness

Job summary

Nationwide is seeking a Customer Strategy Consultant to join the Rem CoE's Treatments team on a 12-month secondment. You will design and document remediation strategies, drawing on data and stakeholder insights to deliver optimal customer outcomes.

You will collaborate with the Customer Strategy Manager and project teams, balancing operational simplicity with effective customer results in a hybrid setup across the UK offices, with clear communication to senior stakeholders.

Qualifications

• Experience in remediation or complaints is desirable.
• Strong MS Word and PowerPoint skills for documenting notes and decisions.
• Ability to run meetings and follow through with actions.
• Confidence liaising with a wide range of stakeholders at senior levels (written and verbal).
• Excellent analytical and strategic thinking with clear, compelling reasoning.

Responsibilities

• Work with the Customer Strategy Manager on remediation projects to secure the right outcomes for customers.
• Define and document treatment strategies using internal/external reports and feedback.
• Help shape the customer experience from initial contact to project closure with simple operational design.
• Chair stakeholder and project teams to build shared understanding and rationale for recommendations.
• Communicate complex scenarios clearly to influence decisions and obtain approvals.

Skills

Stakeholder liaison

Analytical skills

Strategic thinking

Collaborative mindset

Time management

Tools

MS Word

PowerPoint

Job description

There is an exciting new opportunity to join us at the Remediation Centre of Excellence (Rem CoE) as a Customer Strategy Consultant, reporting to the Customer Strategy Manager.

Rem CoE is a welcoming, collaborative place to work, and within this, the Treatments team is a specialist function that supports on urgent issues whilst managing complex, challenging regulatory and policy considerations. Our work involves a high level of senior stakeholder engagement due to the impact it can have on our current and past customers and the level of media, public and regulatory scrutiny.

The team is expanding to drive forward the strategy, governance and performance management of the remediation portfolio. We’re looking for someone who shares our ethos in rebuilding the customer experience, regaining trust and ensuring customers get the right results. You need to be passionate about making a difference to our customers, to feel what the customer feels and put things right for them when it’s gone wrong before.

This is a 12 month secondment 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, Northampton and Glasgow 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 .

Nationwide is committed to the redeployment of our employees impacted by change, as such applications for redeployment candidates will be prioritised in this recruitment process.

Uncompromisingly Customer, whatever our role

The extras you’ll get

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

• 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.

What you’ll be doing

You will work closely with the Customer Strategy Manager on remediation projects, focusing on ensuring the right outcomes for customers. The role involves designing, developing, and documenting treatment strategies to meet key remediation objectives, drawing on analysis of internal and external reports as well as insights and feedback from business areas to shape options and recommendations.

Working alongside the core project team, you will help define and improve the customer experience from initial contact through to project closure, with a clear appreciation of how to balance operational simplicity with positive customer outcomes. You will also facilitate collaborative working by chairing stakeholder and project team working groups, building a shared understanding of the problem and the rationale behind proposed recommendations.

The role requires frequent engagement with stakeholders through both written and verbal presentations. You will need to clearly and confidently communicate complex scenarios, using analytical and presentation skills to influence decision-making and secure approval for recommendations. In addition, you will work with, manage, and influence a wide range of stakeholders across the Society, maintaining visibility across the remediation portfolio.

About you

The minimum requirements for this role are:

• Knowledge or experience within remediation or complaints
• Good knowledge of MS Word and PowerPoint as will need to use these platforms daily to document notes and decisions
• The ability to run meetings and follow through with action items
• Confidence in liaising with the wider team and with stakeholders at a senior level (both verbally and in writing)
• Excellent analytical skills and the ability to think strategically, identifying challenges and considering solutions to develop answers to problems with clear and compelling rationale
• The ability to work collaboratively to understand issues, with a clear focus on good customer outcomes to achieve a simply brilliant experience
• Experience of delivering to deadline and prioritising workload

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.

Banking - but fairer, more rewarding, and for the good of society

The hiring manager for this role is Lindsey Coff, and the main recruitment contact is Jemma Ives.

Job Info

• Job Identification 4980
• Apply Before 09/11/2026, 10:55 PM
• Locations Kings Park Road, Northampton, Northamptonshire, NN3 6NW, GB 177 Bothwell Street, Glasgow, G2 7ER, GB Nationwide House, Swindon, Wiltshire, SN38 1NW, GB