Customer Strategy Manager

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

Rem CoE is a welcoming, collaborative place to work and within this, the Treatments team is a specialist function who support on urgent issues whilst managing complex and 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 passionate about making a difference to our customers and putting 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 or 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.

If you’re a colleague on long-term absence (for example, on parental leave) or a temporary worker, please use your personal email address to submit an application.

What you’ll be doing

You will work closely with the Customer Strategy Lead on remediation projects, with a strong focus on ensuring the right outcomes for customers. The role involves designing, developing, documenting, and reviewing treatment strategies to achieve key remediation objectives. This includes analysing internal and external reports, as well as gathering insight and feedback from business areas to shape options and recommendations.

Working alongside the core project team, you will help define and enhance the member experience from initial contact through to project closure. This requires an understanding of how to balance operational simplicity with delivering good customer outcomes.

The role also involves frequent engagement with senior stakeholders, both in written and verbal forums. Strong analytical, presentation, and communication skills are essential, as is the ability to influence and provide clear, well-structured recommendations.

A collaborative approach to decision-making is key, including chairing working groups and building robust business cases that clearly articulate the problem, supporting analysis, and the rationale for recommendations. You will also work with, manage, and influence stakeholders across the Society, maintaining visibility across the broader remediation portfolio.

About you

The minimum requirements for this role are:

• 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 business 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

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:

• 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.

What to do next

If this role is for you, please click the ‘Apply Now’ button. You’ll need to attach your up-to-date CV and answer a few quick questions for us.

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.

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.

Apply safely with Nationwide

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