Part-time Customer Care Team Lead
1 month ago
Our website and Digital Brochureware on our App and Internet Bank are some of the most important entry points to our brand - they have a critical role to play in engaging our customers, explaining why we are different to the high street banks, driving people to our key services such as mobile and internet banking, aiding them to consider and apply to our range of products and providing help and support.
The teams within Digital Platforms and SEO are focused on continually improving these experiences for our customers through both transformation and optimisation activity, trying to attract more people to our website (both new and existing customers) and encouraging more of them to complete more interactions online with us. We're looking for a highly motivated and experienced digital experience leader with a strong background designing digital experiences that drive commercial and customer success. You'll be leading a team of people across multiple design disciplines that are responsible for bringing our digital brochureware to life. Many of your team will be embedded into our squads, working with several disciplines to either transform or optimise our digital platforms. Some of your team will have specialist roles looking after capabilities for the squads to tap into - be that digital accessibility, design system thinking, or user research. Everything that you and your team work on will be aligned to our metrics delivering both commercial and customer value in equal measure.
We're currently going through a period of exciting change within the Digital Platforms and SEO team, creating a new digital strategy, balanced scorecard, and way of working within our Customer, Brand and Engagement division. You'll be working with a wide variety of stakeholders to ensure that our work delivers business value, but does so in a way that balances our regulatory requirements, propositions, commercial and consumer benefits.
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 .
Should you be based anywhere other than Swindon the role will require regular travel to Swindon at least once per month.
In this role, you'll be working within the Digital Platforms and SEO leadership team (made up of different disciplines including Strategy and Transformation, Trading and Optimisation, Digital Experience, Operations, Production and Performance). You'll be responsible for all creative output for the Digital Platforms and SEO Team, managing the Experience Design discipline end to end within the function. Content Design Strategy and Execution including SEO.
UX and UI Design, working with our Brand Team to ensure we're aligning our work against our overall brand and tone of voice guidelines.
Design System thinking, working collaboratively with others across the society through an Open Collaboration Model into NEL (Nationwide Experience Language)
Digital Accessibility - you'll be responsible for setting accessibility standards across the society, not only ensuring that Digital Platforms and SEO are excelling in this space, but also supporting the wider society to ensure consistency of implementation.
Digital Research - you'll be responsible for ensuing that all the solutions that we create meet the needs of the user. You'll work with many teams, including the Insight Team within CB&E (Customer, Brand and Engagement), to identify pain points, and then research to ensure that your team's solutions fix those pain points.
Proven examples where you've brought different design disciplines together to create world class digital experiences that have positively impacted KPIs.
Experience in working in a data driven and commercial environment.
Experience of delivery in Agile and Waterfall methodologies.
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.
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
~30 days holiday, pro rata
~ Nationwide is the world's largest building society. We've got the scale to compete with the big banks, but we're not a bank .
As a building society, we're owned by our members - that's our customers who have their current account, mortgage or savings with us. It means we can do things differently to deliver our Purpose - Banking - but fairer, more rewarding, and for the good of society.
We want everyone in the UK to know that they don't have to bank with a bank.
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