Channel Performance Consultant

We have an exciting opportunity for a Channel Performance Consultant to play a pivotal role in shaping training, competency, and performance across our retail channels. In this role, you will influence supervisor activity, drive performance excellence, and ensure regulatory compliance while supporting the delivery of outstanding customer outcomes.

 

You will be responsible for maintaining and enhancing governance standards, ensuring all framework amendments are implemented effectively, and overseeing product testing updates and related changes. Working closely with stakeholders across the business, you will help embed a culture of continuous improvement, compliance, and colleague development.

 

The ideal candidate will have a proven track record in coaching, supervision, and performance management, with the ability to influence and engage stakeholders at all levels. You will have experience working with Senior Leadership Teams (SLT) and building strong relationships with channel leaders across the business to drive consistent performance and capability standards. Strong communication, stakeholder management, and governance skills will be key to success in this role.

 

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 be located at our nearest regional office or hub. There will be a need to regularly connect with colleagues for collaboration and in some locations you’ll be expected to spend at least two days a week, or if part time you'll spend 40% of your working time, in the 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.
 
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

 

In this role, you will be responsible for collating, reviewing, and analysing competency standards, providing insights through Management Information (MI) reporting and other data sources to ensure adherence to the Competency Development Framework (CDF). You will work closely with business areas to ensure they have the support, guidance, and oversight required to maintain the effectiveness of key controls and competency processes.

 

A key aspect of the role will involve producing comprehensive governance packs, including detailed commentary for Tier 1, 2, and 3 governance forums, identifying emerging trends, risks, and areas of concern. You will conduct thematic and assurance reviews, perform both quantitative and qualitative analysis, and translate findings into clear, actionable recommendations. Working with Channel stakeholders, business leaders, and governance committees, you will help drive continuous improvement, support robust decision-making, and ensure high standards of performance, compliance, and customer outcomes are maintained across the organisation.

 

 

About you

 

You will have: 

 

• A track record of delivering projects within a retail/business change role or experience of end-to-end change management
• Have excellent organisational, planning and communication skills linked to delivering change
• Possess strong influencing, communication and collaboration skills with the ability to build and maintain relationships with stakeholders across the business at all levels
• Experience of working in a fast-paced environment and flexibility to move from one project delivery to another
• Have a good level of ability using Excel tools and Power BI 
• Experience using Jira and TracSmart

 

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 Samantha Dartnall, and the main recruitment contact is Angela Darbar.