Customer Strategy & Remediation Lead

Description This; Northampton; Hybrid; GBP 55,000 - 90,000; Full time

Benefits offered by this job

Private medical insurance

Competitive pension

Annual performance-related bonus

Training and development

Salary sacrifice scheme benefits

Life assurance

Wellhub – health & wellness options

Volunteer days

Job summary

Nationwide is seeking a Customer Strategy Manager for the Rem CoE Treatments team to drive remediation strategy and governance, ensuring positive customer outcomes across projects. The role involves senior stakeholder engagement, developing treatment strategies, and delivering robust recommendations.

You will work closely with the Customer Strategy Lead to balance operational simplicity with effective customer remediation, reporting on governance and performance across the remediation portfolio.

Qualifications

• Knowledge of remediation or complaint resolution and applying treatment strategies.
• Experience drafting presentations and policy proposals, using PowerPoint and Excel.
• Experience communicating with senior stakeholders and influencing decisions.
• Ability to balance customer outcomes with commercial and risk considerations.

Responsibilities

• Collaborate with the Customer Strategy Lead on remediation projects to achieve customer outcomes.
• Define and enhance the member experience from initial contact to project closure.
• Analyse reports and gather insights to shape options and recommendations.
• Chair working groups and build robust business cases for remediation initiatives.

Skills

Remediation knowledge

Senior stakeholder engagement

Strategic thinking

Policy & regulatory understanding

Presentation skills

Written and verbal communication

Collaboration and consensus building

Tools

PowerPoint

Excel

Job description

Nationwide is seeking a Customer Strategy Manager for the Rem CoE Treatments team to drive remediation strategy and governance, ensuring positive customer outcomes across projects. The role involves senior stakeholder engagement, developing treatment strategies, and delivering robust recommendations.

You will work closely with the Customer Strategy Lead to balance operational simplicity with effective customer remediation, reporting on governance and performance across the remediation portfolio.