- Location: UK Wide
- Salary: Competitive
- Contract Type: Permanent
- Ref: R002100404
- Closing Date: 31 January 2021
Last year more people opened an account with us than with any other brand! We have one of the highest customer satisfaction ratings in the industry and continue to be voted the UK’s most trusted financial services brand. As a Mutual Society, we’re owned by our members, not shareholders, so their needs are at the heart of everything we do, which makes working here feel different from that of ‘for-profit’ companies. We’re now in the middle of a hugely exciting and ambitious transformation journey to evolve how the organisation approaches the design-led delivery of its products and services. Meeting the needs and expectations of our members and colleagues has never been more important. To do this effectively, we need to be free to innovate and explore new ideas, we require established brand and experience quality standards, and we need to be nimble enough to move at pace, learn and pivot with confidence. We’d love for you to come and join us and help us on this journey…
As our name suggests, here in Service & Experience Design, we’re responsible for defining, designing and delivering frictionless, useful experiences that help our members manage their money and look after what matters to them in life. We research, we iterate, we craft, we strive – and we do it all to make sure our members have experiences that are memorable, for all the right reasons, on every channel.
What you’ll be doing
We’re looking for someone to come and take the lead on our Nationwide Experience Language (NEL) programme. NEL is an integral capability for the Society; helping us deliver consistent brand experiences across all our member and colleague interactions, whilst playing a key role in steering organisational change toward a more efficient and effective delivery model.
We need you to be an experienced leader of people, able to coach positive team behaviours, and provide assurance and confidence in the direction you put into action. The NEL team includes a wide spread of disciplines, including CD, UI, UX and Tech. This means you’ll have to be holistic in your understanding of the value of each discipline, and able to navigate and facilitate conversations, backed by knowledge gained from your seasoned experience in the broader XD industry.
NEL is at a pivotal point in its evolution. The Society has already seen the tangible value in what it can provide, but this is only the beginning… as well as shaping the strategy of NEL, steering the team that delivers and maintains it, you will be adept at building relationships and influencing people around the Society that have different perspectives and different objectives – advocating the value of NEL, and seeking out the opportunity to increase its coverage and adoption. This will include working with communities like Brand, Marketing, Engineering, Risk and Compliance, and even consulting with our partnering agencies.
You’ll be the go-to person for everything NEL, but you’ll be joining and supported by the broader Service and Experience Design (S&ED) team. Working with the Senior Managers, you’ll shape the direction for NEL and ensure goals and objectives are connected to S&ED’s and the Society’s ambitions.
What’s clear to us, is that we are looking for someone with the resilience and ambition in their character that can only be obtained through the successful shaping and delivery of large programmes or initiatives. We are keen to hear from people with new perspectives, diverse backgrounds, and richly varied experiences.
In terms of your skills and experience, we’d like to see:
- Ability to articulate the value of design systems and experience languages
- Demonstrable experience in working with and maturing large design systems across multiple platforms and channels
- A history of researching and crafting design-led experiences in fast-paced, commercial environment
- Demonstrable experience owning large products or initiatives through to completion
- A solid understanding of UXR, CD, UX, UI, and Tech with the ability to have in-depth conversations surrounding problem-solving and providing direction
- Demonstrable experience of Agile delivery frameworks, able to run sprint ceremonies alongside a Delivery Lead
- Experience in leading multi-disciplinary and diverse teams – either agency or client-side
- Demonstrable experience gained ideally in, but not confined to, the consumer retail or banking space, with a proven track record of commercially evaluating, scoping and shaping online services and process
- Exceptional commercial awareness
- Ability to make budgetary decisions and evaluate the impact against delivering value
- Demonstrable experience in thinking strategically and obtaining stakeholder understanding and buy-in
- Exceptional influencing and relationship skills at every altitude of an organisation
- Ability to think on your feet and respond to a changing landscape, identifying opportunities and reacting quickly to deliver value
We’ll need you to focus obsessively on the adoption and maturity of NEL; evangelising its value, connecting strategies, and delivering against a backdrop of organisational change. You’ll have extensive experience leading and collaborating with CD, UI and UX, PM, Tech, and managing a broad stakeholder group.
In this pivotal role, you’ll cleverly position NEL within the Society, supporting and influencing senior stakeholders and championing NEL at all times. With the constant increase of NEL consumers, each with varying demands and conflicting priorities, you’ll be comfortable under pressure and be accountable for your strategic decisions. You may not make friends all the time, but that’s okay, the decisions you make will be backed by sound rationale and supported by your peers and the Senior Leadership team.
At times you’ll be required to represent NEL at Society events, as well as relevant external events, so you’ll be comfortable with public speaking and able to tell engaging stories.
This is a fantastic opportunity for you to own something that delivers real benefits to our members and our colleagues. We are truly excited about finding someone that can fill this role and mature NEL to its full potential as a living, breathing Experience Language.
The extras you’ll get
Our people’s success isn’t based on how long they spend at their desk. While you’ll have contracted hours, we want to offer a flexible environment where possible. That might be working from home, logging on from other offices across the UK, or working part time or compressed hours.
We’ve let you know about the flexibility available for this role at the start of the advert. This means you can quickly decide if it suits how you’d like to work.
There are all sorts of employee benefits available at Nationwide, including:
- A personal pension – if you put in 7% of your salary, we’ll top up by a further 16%
- Up to 2 days of paid volunteering a year
- Life assurance worth 8x your salary
- Access to an annual performance related bonus
- Access to training to help you develop and progress your career
- 25 days holiday
Why work at Nationwide
We’re a building society founded by ordinary people, our members, who came together to help each other get the most from their money, buy homes and save for their futures. For over 130 years, we’ve supported each other and our communities, and we’ve done the right thing for wider society too.
If you come to work here at Nationwide, you’ll be part of that. Part of something a bit different. And something really quite special.
What’s more, we have a strong ethic of care for each other and our members. We recognise that our employees feel most appreciated when their thoughts and values are respected and considered. We’re committed to creating a culture that recognises and truly values our individual differences and identities. So if you’d like to be a part of an inclusive workplace where you can be yourself, where your talents are nurtured, and you feel empowered to contribute, then please apply and help us in building society, 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, and so we will be in contact shortly after the closing date to let you know the outcome of your application.