Change Consultantnew

 

This is an exciting opportunity to help shape how Nationwide understands, improves and manages its end-to-end processes across Retail and Customer Operations.

We're looking for a Change Consultant to support the development of process mapping, process governance, process mining and task mining capabilities. Working with colleagues across the Society, you'll help create a clear view of how processes operate, identify opportunities for improvement, and provide insight that supports better customer outcomes, reduced risk and increased efficiency.

The role combines process analysis, stakeholder engagement and change delivery, supporting both strategic process improvement initiatives and the ongoing management of process information and insight. You'll work with business teams to document current and future state processes, support process ownership activities, and help generate meaningful insights from process and task mining tools and techniques.

Retail Transformation is a dynamic, fast-paced area that leads and delivers meaningful business change. We partner across Retail and Customer Operations to improve colleague and customer experiences, simplify ways of working and support the Society's strategic priorities.

We are happy to consider flexible working approaches to help you perform at your best.
 

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 Northampton 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. 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

 

As part of your role, you will lead and support change initiatives focused on process understanding, optimisation and continuous improvement across Retail and Customer Operations.

You will facilitate workshops with business stakeholders to capture, document and maintain end-to-end process maps, ensuring they accurately reflect business operations and align to agreed modelling standards and governance requirements.

A key part of the role will be supporting process mining and task mining activities. This includes working with stakeholders to understand business challenges, gathering requirements, supporting data collection activities, analysing outputs, and helping translate insights into practical improvement opportunities.

You will support the development of process ownership and governance frameworks by helping teams understand their processes, accountabilities, controls, risks and customer impacts.

You will use data, insight and business analysis techniques to identify trends, bottlenecks, variation and opportunities for simplification. Working alongside Change Managers, Process Owners and Subject Matter Experts, you'll help shape future-state process designs and support the delivery of improvement activity.

You'll be expected to manage your workload through agreed delivery frameworks and governance processes, maintaining progress, risks, issues and dependencies through tools such as Jira and Microsoft 365 applications while ensuring quality outputs are delivered to agreed standards.

Success in the role will depend on building strong relationships across multiple business areas and working collaboratively with stakeholders to deliver meaningful and sustainable improvements.

About you

 

As a minimum requirement, you'll:

• Have an understanding of end-to-end process mapping and process flows
• Be comfortable analysing information from multiple sources and translating it into clear, accurate process documentation and insight
• Demonstrate strong analytical and problem-solving skills with excellent attention to detail
• Have experience of supporting business change, process improvement or operational improvement activities
• Be able to communicate effectively with a wide range of stakeholders and facilitate workshops to gather information and build understanding
• Be highly organised and capable of managing multiple priorities simultaneously
• Be comfortable working independently whilst contributing positively as part of a team
• Have strong Microsoft Office skills, particularly Excel, PowerPoint, Word and Teams

 

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.

 

The hiring manager for this role is Stuart Johnstone, and the main recruitment contact is Angela Darbar.