Senior Change Leader, Customer Resolution Ops

Nationwide Building Society; Dunfermline; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A major financial institution is seeking a proactive Change Manager to lead a UK team in driving improvements across Customer Resolution Operations. This 15-month secondment role requires proven experience in financial services and stakeholder engagement. You will manage a diverse team, oversee project deliverables, and ensure adherence to regulatory requirements. Candidates should demonstrate strong analytical and communication skills, as well as a commitment to customer-focused behaviors. Hybrid working options are available.

Benefits

Private medical insurance

Competitive pension

Annual performance related bonus

Training and development

Life assurance

Opportunity for paid volunteering

Qualifications

• Proven experience in financial services within a complex change management environment.
• Understanding of the Customer Resolution landscape including stakeholder needs.
• Clear and confident communication skills, with experience presenting to senior leadership.

Responsibilities

• Lead a UK wide team to manage and drive through projects.
• Deliver against key deliverables at pace managing resource allocation.
• Report to and engage senior stakeholders regularly.

Skills

Stakeholder management

Change management

Analytical skills

Leadership

Communication

Job description

A major financial institution is seeking a proactive Change Manager to lead a UK team in driving improvements across Customer Resolution Operations. This 15-month secondment role requires proven experience in financial services and stakeholder engagement. You will manage a diverse team, oversee project deliverables, and ensure adherence to regulatory requirements. Candidates should demonstrate strong analytical and communication skills, as well as a commitment to customer-focused behaviors. Hybrid working options are available.