Customer Strategy Manager

This 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, fast paced 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.

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

This is a 12 month Fixed Term Contract 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, Bournemouth, Northampton or London 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.

If we receive a high volume of relevant applications, we may close the advert earlier than the advertised date, so please apply as soon as you can.

What you’ll be doing

You will work closely with the Strategy Lead on remediation projects that are focused on ensuring we do the right thing for our customers.  The main focus of this role will be designing, developing, documenting and reviewing treatment strategies to achieve key remediation objectives. This can include analysis of internal and external reports, gathering insight and feedback from business areas to help form options and recommendations.

Together with the core project team, you will help define and improve member experience from point of contact to project closure, developing an understanding and appreciation of balancing operational simplicity with good outcomes.  You’ll be presenting to senior stakeholders often, both in writing and verbally, successfully influencing these colleagues so using your skills of clarity of thought and expression with regard to analysis and presentation.  

This role will require a collaborative approach to decision making as you’ll be chairing working groups and building business cases that captures an analysis of the problem and the rationale behind your recommendation. You’ll be working with, managing and influencing stakeholders from teams across the Society, with visibility across the remediation portfolio. 

About you

You'll have:

• A good understanding of remediation or complaint resolution and the application of treatment strategies and be able to demonstrate relevant experience to 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
• Strong analytical skills and the ability to think strategically, identifying challenges and solutions in complex scenarios, developing answers to problems with clear and compelling rationale
• The ability to understand not only the customer view but impacts on commerciality, risk and operations
• A strong track record of building collaboration and consensus on complex issues, with a clear focus on good member outcomes
• Experience of delivering to deadlines and prioritising workload

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

• From January 2026, all colleagues will have access to fully funded private medical insurance

• A personal pension – if you put in 7% of your salary, we’ll top up by a further 16%

• Access to an annual performance related bonus

• Access to training to help you develop and progress your career

• A great selection of additional benefits through our salary sacrifice scheme

• Life assurance worth 8x your salary

• 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.