PMO Manager – Group Customer & Communications

Nationwide; Swindon; Hybrid; GBP 65,000 - 90,000; Full time

Benefits offered by this job

25 days holiday pro rata

Private medical insurance

Pension

Annual performance-related bonus

Training and development

Salary sacrifice benefits

Life assurance

Wellhub health and wellness options

Up to 2 days paid volunteering

Job summary

Nationwide is seeking an experienced PMO Manager for the Group Customer & Communications Change Team. You will establish and operate portfolio management disciplines to manage demand, prioritisation, resource allocation and delivery oversight across the GCC Change Team.

You’ll provide a single, consistent view of how change enters, progresses and is governed, ensuring appropriate controls and decision-making processes while avoiding unnecessary bureaucracy.

Qualifications

• Strong experience in Change, Transformation or Portfolio Management Office environments.
• Experience with managing portfolios of multiple concurrent change initiatives.
• Experience in change demand management and portfolio prioritisation.
• Experience in portfolio resource and capacity management.
• Understanding of change and project delivery governance and applying controls.
• Experience providing portfolio-level delivery assurance and oversight.
• Knowledge of core project and change management disciplines.
• Experience establishing or improving PMO processes and operating models.
• Working knowledge of Jira or comparable tools.

Responsibilities

• Keep the Change portfolio running smoothly with structure, rhythm and oversight for a busy pipeline.
• Review new change demand, coordinate prioritisation and resource discussions, prepare governance materials.
• Establish clear and proportionate ways of working to support delivery.
• Maintain oversight across the portfolio and track decisions, actions and escalations.
• Work with the Change Portfolio Data & Insights Manager to provide leaders with priorities and capacity insights.
• Help evolve the PMO approach to a simple, scalable operating model for the Change Team.

Skills

Change management

Portfolio management

Demand management

Prioritisation

Resource management

Governance

Delivery governance

Tools

Jira

Job description

PMO Manager – Group Customer & Communications

• Swindon, United Kingdom
• London, United Kingdom
• Bournemouth, United Kingdom

As an experienced change professional, you’ll be responsible for establishing and operating the portfolio management disciplines that enable the GCC (Group Customer & Communications) Change Team to manage demand, prioritisation, resource allocation and delivery oversight effectively.

As a key member of the team, you’ll provide a single, consistent view of how change enters, progresses through and is governed across the portfolio, ensuring appropriate controls, standards and decision-making processes are in place without creating unnecessary bureaucracy.

Working closely with Change Portfolio Leads, the Change Portfolio Data & Insights Manager and Change leadership, you’ll help ensure resources remain focused on the highest priorities, delivery risks and issues are identified and addressed, and leaders have the insight and governance needed to make informed portfolio decisions.

This role sits within the Group Customer & Communications function. The function’s purpose is to understand our customers and create meaningful engagement opportunities, while building compelling customer experiences and communications. Customer strategy, marketing, brand, website, and legal, regulatory and mandatory communications all sit within GCC, alongside our commitment to communities through our social impact agenda.

Working in GCC, you’ll be part of a Change Team that ensures programme deliverables are aligned with wider integration and Society plans, drives progress through key milestones, mobilises resources, and brings project teams together behind shared goals, outcomes and delivery plans. This includes change activity owned by GCC to support the integration of the Nationwide and Virgin Money brands and customer propositions.

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 our Swindon, London or Bournemouth office. If your application is successful, your hiring manager will provide further details on how this works.

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

• 25 days holiday, pro rata
• 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.

We respond to everyone, so we will be in contact shortly after the closing date to let you know the outcome of your application.

Keeping your data and personal information confidential is important to us. To find out more about how we use and process your data, please read our Privacy policy .

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

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 .

The hiring manager for this role is Laura Cain, and the main recruitment contact is Sameena Rehman.

Interviews for this position are expected to take place from 16 th November. We will let you know the outcome of your application shortly after the closing date. If you are shortlisted, we will share further details with you about the interview process.

Please note that should you be successful in securing this role, the job title on our internal systems will be Change Manager.

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

What you’ll be doing

• You’ll help keep our Change portfolio running smoothly, providing the structure, rhythm and oversight needed to manage a busy and evolving pipeline of work.
• You’ll review new change demand, coordinate prioritisation and resource discussions, prepare portfolio governance materials, or work with Change Managers to understand delivery risks, dependencies and emerging issues.
• A key part of your role will be establishing clear and proportionate ways of working.
• You’ll help teams understand what good planning, governance and delivery control look like, while ensuring our processes support delivery rather than create unnecessary bureaucracy.
• You’ll maintain oversight across the portfolio, ensuring decisions, actions and escalations are tracked and followed through.
• You’ll work closely with the Change Portfolio Data & Insights Manager, using portfolio intelligence to help leaders make informed decisions about priorities, capacity and delivery.
• You’ll also play a key role in continuously improving our PMO (Portfolio Management Office) approach as the Change Team evolves, helping to build a simple, scalable operating model that supports both our teams and the colleagues who rely on our services.

About you

• Strong experience working within a Change, Transformation or Portfolio Management Office environment, with practical experience managing portfolios comprising multiple concurrent change initiatives
• Strong experience in change demand management and portfolio prioritisation, including assessing incoming demand, applying prioritisation criteria and balancing competing requirements
• Demonstrable experience in portfolio resource and capacity management, balancing committed delivery, pipeline demand and available capability to inform resource allocation decisions
• Strong understanding of change and project delivery governance, with experience designing and applying proportionate controls across initiatives of varying scale, complexity and risk
• Experience providing portfolio-level delivery assurance and oversight, identifying cross-portfolio risks, dependencies, delivery pressures and areas requiring intervention or escalation
• Practical knowledge of core project and change management disciplines, including planning, milestones, RAID management, dependencies, governance and delivery lifecycle management
• Experience establishing or improving PMO processes and operating models, preferably within a developing or evolving Change Team rather than simply administering established processes
• Working knowledge of Jira or comparable portfolio and change management tools, with the ability to define how tooling and portfolio information should support PMO processes, governance and decision-making

Customer first behaviours

• 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.

Job Info

• Job Identification 5346
• Apply Before 11/02/2026, 11:55 PM
• Locations Nationwide House, Swindon, Wiltshire, SN38 1NW, GB Richmond Hill, Bournemouth, Dorset, BH2 6EP, GB 1 Threadneedle Street, London, Greater London, EC2R 8AY, GB