Customer Vulnerability Manager
3 weeks ago
We are navigating significant and ambitious change at Nationwide, the world’s largest building society. The Vulnerability team sits within the heart of the change as we want strive to deliver good service and good outcomes for all customers.
As a Manager in the Customer Vulnerability team, you’ll be responsible for supporting the defining, developing and delivery of vulnerability and inclusion strategies. You will help identify, build and manage internal and external activities to support vulnerability agenda and the Society’s vision of offering fairer and more rewarding banking to society.
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, at one of our offices. You can also find out more about our approach to hybrid working here.
This role requires you to travel into London or Swindon 2 days a weeks
from identification of the initial customer or business need, through to delivery of business solutions and monitoring business success. To help you get an understanding of the work we do, recent successes have been:
Safe spaces for people experiencing domestic abuse within our branches
Gambling blocks to help our colleagues managing their money
A new partnership with Experian Support Hub to help customers tell us about their support needs.
You’ll be passionate about understanding customer needs and helping to develop solutions for situations such as divorce, carer responsibilities or dementia. You’ll contribute to regular papers and inputs for senior committees to prompt and provoke the right level of consideration and action. Enhance the skills and capabilities of our colleagues to better serve vulnerable customers.
Have the skills to use data and insights to better understand our customer base
To have brilliant visual and communication skills to help raise the profile of the work we do across the society
You have an experience in latest industry activity, consumer trends, government priorities and emerging technologies, in relation to customer vulnerability and inclusion
You have experience in designing products or services that are customer-centric and inclusively designed
You can evaluate insight and data from multiple sources, quickly identify key themes and join dots to solve problems.
Experience in influencing stakeholders, and a history of delivering change working within change projects
It’s also about being clear, precise, and using language that we and, importantly, our customers and members can understand.
Push for better - This is about aiming high and constantly looking for better in how we work together and serve our customers and members.
So, it’s a good idea to call out your most relevant experience on your application to give yourself the best chance
A personal pension – if you put in 7% of your salary, we’ll top up by a further 16%
~ Life assurance worth 8x your salary
~ A great selection of additional benefits through our salary sacrifice scheme
~ Access to an annual performance related bonus
~ Access to training to help you develop and progress your career
~25 days holiday, pro rata
Nationwide is the world’s largest building society. With over 15 million customers, we have a relationship with almost a quarter of the UK’s population. As a building society, we’re owned by our members – that’s our customers who have their current account, mortgage or savings with us. If it’s already been defined please provide an overview of the assessment process and a timeline of when assessments will be.
Please note that should you be successful in securing this role the job title on our internal systems will be Manager - Member Vulnerability Access & Inclusion
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