Skip to main content Skip to job search
Future of Work: We're reimagining our world of work for all colleagues, not just those who were office based. Instilling a Work, Meet, Recruit, Live Anywhere ethos to allow colleagues to ‘locate for their day’. Find out more >

Senior Experience Lead - Future of Legendary Service

Senior Experience Lead - Future of Legendary Service

  • Location(s): UK Wide
  • Salary: Competitive
  • Contract Type: Permanent
  • Ref: R00TR00348
  • Closing Date: 06 August 2021
  • We're happy to consider flexible working approaches for this role

Right now, we’re looking for an experienced Senior Experience Lead to join our expanding Service & Experience Design (S&ED) team, working flexibly from your own home, or our Design Studios in Swindon and London. 

In this pivotal role you’ll be responsible for designing and developing strategies for research, insight and design that represent the voice and needs of our colleagues and members, leading to the creation of distinctive experiences as part of our Societies vision and strategic ambitions. You’ll be accountable for the quality of the member experience strategy and execution, and will have overall responsibility for multiple experience teams output, whilst balancing member, business and efficiency needs. To achieve all of this you’ll have support from DesignOps, Practice Leads and others in the team, who’ll help you make this happen.

Service & Experience Design is setting the benchmark for exceptional member experiences at Nationwide. We’re growing a best-in-class design and research capability to deepen our understanding of our members’ ever-changing needs, expectations, and behaviour, putting design thinking at the heart of all that we do. We have a team of 60+ Researchers, UX, UI, Content, and Service Designers, in a culture we love. 

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

The leading change agent in driving the Legendary Service Agenda, transforming member experience with sponsorship from Products and Propositions, Marketing and Engagement, Relationship and Distribution and other communities through our Mission model.

Uphold and champion the S&ED quality framework. Determining the set of principles, metrics and measures which reinforce member focus in the society’s strategic cornerstones, focusing on Legendary Service, usability standards, as well as conduct risk and accessibility.

Provide research and design capability (through a Centre of Excellence (CoE)) to support Product Owners in Squads & Missions enabling them to better understand member needs to deliver positive and distinctive experiences.

Responsible for the development of the S&ED CoE assurance function which provides governance, support and frameworks defining the quality standard for member, customer and colleague experience (includes accessibility and usability).

Support cultural change through coaching and training to ensure member experience and representation is at the centre of all of the Society’s endeavours across strategy, proposition and product development and broader run & change communities.

Work with Chief Product Owners and Mission Leads to shape the Society’s approach for delivery of core strategic ambitions and liaise with external bodies - such as the FCA - to shape the regulatory position of teams, how their work meets compliance standards and creates high value member experiences.

Lead the education, integration Service Design capability into projects, programmes as part of our Missions.

Play a driving role in supporting S&ED communities and chapters by leading topics & debate, bringing work and proof of concepts to share and discuss and ensuring attendance from their direct reports.

Direct, coach and lead the multi-disciplined research and design team to create a distinctive member experience that underpins our propositions and drives Legendary Service. Act as an ambassador for S&ED in thought leadership, both internally and in the external, driving awareness, industry adoption and leading the recruitment campaign.

Responsible for the member experience that is both managed (RUN) and created (new propositions) by the Mission. Includes maintaining existing products and service experience as well as all new experiences that increase and grow member value.

About you

Significant experience in leading large multi-disciplined creative teams in a fast-paced change environment. You’ll be leading a team tasked with creating the Future of Legendary Service for the Society, leading the experience architecture and design of our new platforms. From strategic value hunting to developing a best in class mobile experience, it’s there for you to shape.

It’s a big challenge and you’ll need to be:

Adept at collaboration and helping senior leaders from other communities across the society to align on customer outcomes and deliver experiences that help our members and their money.

Wide and varied experience in introducing and generating adoption of customer centered design including:

  • End to end proposition development and identification of new value
  • User research, specifically insight research and longitudinal testing in support of Beta testing
  • Experience Design, specifically adept at representing the brand and designing rich content experience
  • Service Design, business modelling and needs analysis
  • Able to develop and shape ways of working for multiple delivery frameworks

A depth of leadership skills with evidence of leading multi-disciplinary teams within agile environments, able to demonstrate balancing needs of creatives, business and technology.

A clear, data driven view of what the highest levers for member (customer) value are across both front stage & backstage as well as products & channels – the Senior Experience Lead needs to be able to articulate this view to senior leaders.

Able to inspire and gain the trust of different types of designers, technologists and business leaders to drive distinctive and legendary experiences.


The extras you’ll get

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
  • 30 days’ holiday plus bank holidays (with the ability to buy up to 10 ‘extra’)
  • Access to an annual performance related bonus scheme
  • Life assurance worth 8x your salary
  • A great selection of additional benefits through our salary sacrifice scheme
  • Access to an annual performance related bonus
  • Car allowance worth £4,656
  • Access to training to help you progress and develop your technical skills and career

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, so we will be in contact shortly after the closing date to let you know the outcome of your application. 


Senior Experience Lead - Future of Legendary Service

Best Practice Awards Winner 2021 Resized
Mind Wellbeing Awards Gold Logo
Princes Responsible Business Network
Carer Confident Kitemark
Purple Space
Business Disability Forum Logo Small
Stonewall Logo Black 2021 Small
Valuable 500 Logo