Strategic Customer Experience Manager

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

Benefits offered by this job

Private medical insurance

Pension

Annual performance-related bonus

Training and development

Salary sacrifice benefits

Life assurance

Wellhub (health and wellness)

Up to 2 days paid volunteering

Job summary

Nationwide is seeking a Customer Strategy Manager for the Remediation Centre of Excellence. You will drive remediation strategy, governance and performance, shaping customer outcomes and rebuilding trust.

This 12 month secondment involves close collaboration with the Customer Strategy Lead and senior stakeholders across our UK estate. You’ll design treatment strategies, analyse reports, and balance operational simplicity with delivering strong customer outcomes.

Qualifications

• Working knowledge of remediation or complaint resolution and the application of treatment strategies and be able to demonstrate relevant experience for the role
• Demonstrable experience of commercial and member-focused proposals up to senior level (both verbal and in writing)
• Experience of drafting presentations and documentation of policy and proposals through the use of PowerPoint and Excel
• Confident analytical skills and the ability to think strategically, identifying challenges and solutions in complex scenarios, developing answers to problems with clear and compelling rationale
• Understands not only the customer view but also impacts on commerciality, risk and operation
• A history of building collaboration and consensus on complex issues, with a clear focus on good member outcomes
• Experience of delivering to deadline and prioritising workload
• Experience of working in customer resolutions or complaints, strategy, risk or incident management

Responsibilities

• Design, develop, document and review treatment strategies to achieve remediation objectives
• Analyse internal and external reports and gather insights to shape options and recommendations
• Define and enhance the member experience from initial contact through project closure
• Balance operational simplicity with delivering good customer outcomes
• Engage with senior stakeholders in written and verbal forums; present clear, well-structured recommendations
• Chair working groups and build robust business cases, articulating problem, analysis and rationale
• Collaborate across the Society, maintaining visibility across the remediation portfolio

Skills

Stakeholder engagement

Strategic thinking

Influencing

Data analysis

Presentation skills

PowerPoint

Excel

Tools

PowerPoint

Excel

Job description

Nationwide is seeking a Customer Strategy Manager for the Remediation Centre of Excellence. You will drive remediation strategy, governance and performance, shaping customer outcomes and rebuilding trust.

This 12 month secondment involves close collaboration with the Customer Strategy Lead and senior stakeholders across our UK estate. You’ll design treatment strategies, analyse reports, and balance operational simplicity with delivering strong customer outcomes.