Change Manager - Customer Change

NationwideSwindon, United Kingdomfull timeSenior
ActiveVerified 1d ago

Job description

It’s an exciting time to be joining Group Customer & Communications (GCC) at Nationwide as we have an important journey ahead of us; both for our core Nationwide brand (NBS), as well as for the integration of Virgin Money (VM).

As an experienced change professional, you’ll help translate strategic intent into practical plans, steer delivery activity to ensure work progresses smoothly, and guide the communication, engagement and embedding required for sustained adoption.

Working in GCC, you’ll be part of a Change Team who ensure programme deliverables are aligned with broader integration and Society plans; lead milestones through key stages, mobilise resource and unify project teams behind a common goal, outcome and shared programme plan. This includes integration change activity that’s owned by GCC to bring together the Nationwide and Virgin Money brands and customers.


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 or Bournemouth office. 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.

Whilst these locations are where we are primarily looking to fill the role, if you’re an internal applicant based in a different location we would welcome your application and if successful, your hiring manager will provide further details on how this could work for this specific role.

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.

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.

The hiring manager for this role is Simon Dixon or Lee Kew, and the main recruitment contact is Ola Crown.

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

What you’ll be doing

As a Change Manager within the Group Customer & Communications (GCC) function, you’ll apply strong delivery discipline to ensure initiatives are delivered to agreed time, cost and quality; alongside structured change management to support impacted teams and ensure outcomes land well across GCC and the Group.

We’re looking to recruit a capable and motivated change professional to deliver on a blend of areas.

You’ll shape and manage end to end project delivery, creating clear, structured plans that outline scope, dependencies, milestones and risks. By working collaboratively with stakeholders and delivery teams you’ll ensure roles, responsibilities and expectations are clear to ensure you meet key milestones.

You will work with senior leaders and key business stakeholders to understand change impacts and shape practical solutions to support smooth transition, adoption and embedding.

As a Change Manager you’ll establish and run effective governance, ensuring delivery and embedding activity remains visible, progress is tracked, risks, issues and dependencies are escalated effectively, and robust controls are in place. You’ll also be responsible for providing structured, insightful reporting, highlighting delivery status, readiness indicators and potential blockers.

You’ll champion consistent best practice, contributing to tools, templates and ways of working that strengthen both change management and delivery disciplines across the function.

About you

To be successful in the role, as a minimum, you will need:

  • Demonstrable experience delivering projects or change management activity for business change or transformation initiatives, ideally in a cross functional environment.

  • Experience delivering non-tech, business-led change, with a strong focus on colleague and customer impact.

  • Strong capability in planning, sequencing and managing change delivery, with a track record of delivering to agreed time, cost and quality.

  • A structured, proactive and solution focused approach, enabling you to bring focus and control to change delivery.

  • A track record of driving business readiness and supporting stakeholder engagement and adoption.

  • Strong communication and influencing skills, enabling you to simplify complexity, support decision-making, foster trust and build confidence across change and transformation activity.

  • Confident risk, issue and dependency management, with the ability to anticipate challenges and drive resolution.

  • Experience operating within formal governance frameworks, running project routines effectively and ensuring transparency and accountability.

  • Excellent understanding of change management principles, governance and controls, and the discipline to apply these consistently.

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.

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