Service Design Discipline Managernew

 

This role sits within our Cloud, Digital and Integration Team, where you will be responsible for shaping change initiatives, ensuring they align to our “Modern Mutual” transformation strategy, design principles and future state business architecture.

You will be responsible for overseeing a team of service designers whose mission is to ensure we have robust blueprints / solution designs defined for all new Digital transformation initiatives, their impact on the end-to-end customer journey, the process, and the shaping of any new /changes to existing products or services (if applicable).

In this role you will help the Society capitalise on the benefits of new innovations in digital, data and technology to improve customer journeys and add critical value to our digital propositions. 

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, London 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

It is a great time to join our Cloud, Digital and Integration team, as we work to improve our propositions and end to end customer experience. This will be an important role within the Digital Design and Research function to help us coordinate and deliver changes that will make a real difference to our customers as well as enable us to take advantage of emerging technological advancements such as AI.

You will be working closely with cross-functional teams to develop and execute strategies and solve organisation wide problems that enhance our digital capabilities and improve experiences, including remediation of technical debt, which often causes inadvertent friction in our Digital channels.

 

About you

As a minimum requirement, you’ll have:

 

• An excellent understanding of all aspects of service management, with the ability to identify and capitalise on opportunities to sell Service Management Advisory services across our business
• Demonstrable experience in service strategy and service design practices, incorporating people, processes, technology, and commercial aspects to enable smooth transitions of new solutions into operational services
• Understanding and experience of user centric design experience with non-functional aspects such as security, privacy, accessibility, performance and reliability
• Understanding of digital technologies, including cloud computing, data analytics and API/cross domain system integration 
• Excellent problem-solving skills and the ability to think strategically
• Ability to manage multiple projects and priorities in a fast-paced environment

 

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 Sara Bhangoe, and the main recruitment contact is Ashley Dodds.

 

Please note that should you be successful in securing this role, the job title on our internal systems will be Design Discipline Manager.