Senior Distribution Change Manager

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

Location Northampton / Northamptonshire Other Locations Dunfermline / Fife Region
Wakefield / West Yorkshire
Swindon / Wiltshire Salary From £74,000 per annum Contract Temporary ( Full Time - 15 months ) Reference 1624 Closing Date 09 January 2026

We’re a Building Society and we do banking. Our difference? We're owned by, and run for our customers who have their mortgages, savings or current accounts with us. We are guided by a strong social purpose as we implement our Blueprint for a Modern Mutual - “Banking, but fairer, more rewarding and for the good of society.” In Customer Resolutions we put things right when they go wrong for our customers and learn from this insight to prevent issues reoccurring. We’re a specialist operational area focused on resolving complaints, remediating incidents and operating customer data processes each of which operate within a highly regulated environment.

The successful candidate will be leading a UK wide team of support staff to manage and drive through projects across Customer Resolution Operations to enhance the ways of working to support a more able, agile and efficient workforce. This role is fast paced with a vast and varied portfolio that requires an excellent track record of both stakeholder engagement and influencing to ensure the change deliverables are met.

This is a fantastic opportunity to make a real difference in an organisation famed for its values and sense of social purpose.

This is a 15 month secondment 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 Northampton, Swindon, Wakefield or Dunfermline 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 tohybrid 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’ll be working closely with our Senior Leadership Team alongside wider society stakeholders to drive, translate and implement change and improvement activities in Customer Resolution Operations.

You’ll lead a diverse and high performing team to deliver against key deliverables at pace. Furthermore, you’ll manage a large portfolio with responsibility for resource allocation and prioritisation management throughout the life cycle whilst monitoring activity timelines to ensure all are effectively deployed to the delivery of projects on time and to a quality standard. Additionally, you’ll report to and engage senior stakeholders regularly with clear articulation of plans that are in line with regulatory requirements, standard policies and governance frameworks.

By building and maintaining internal and external relationships with a wide range of stakeholders and SME’s across the business you’ll be able to deliver effective development and implementation of plans across Retail.

You’ll represent Customer Resolutions as an SME and key stakeholder across a range of Society wide projects ensuring that CRO’s interests are fully taken account of and changes are delivered and integrated successfully. This will involve identifying and overcoming any potential blockers that lead to successful outcomes.

Added to this, you’ll take responsibility for Operational Tooling Requirements with the lens of improving best practice, enhancing efficiency and monitoring/embedding improvements.

About you

The minimum requirements for this role are:

Proven experience in financial services within a complex change management environment

Understanding of the Customer Resolution landscape, including stakeholder matrix, customer needs and regulatory requirements

A track record of delivering strategic initiatives, working within budget, operationalising business readiness and experience of leading & managing a team

Excellent stakeholder management skills, working across multiple teams and influencing at all levels

An analytical and commercial mindset, with the ability to interpret data, assess opportunities and make sound business recommendations

Clear and confident communication skills, including experience preparing, presenting strategic updates to senior leadership and articulation of the ‘why’

An inquisitive nature leading to proactive identification of opportunities of improvement, innovative problem solving and making the enigmatic to become clear

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:

From January 2026, all Nationwide colleagues will benefit from private medical insurance

A highly competitive pensionto 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.

Life at Nationwide

Some of the things that matter most to us: Delivering fairer finances and having a positive impact on customers' lives. Being truly inclusive. Rewarding high performance.

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