Nationwide Building Society Benefits Overview

Lead and support business change initiatives across Retail and Group Customer Operations. Responsibilities include impact assessments, delivery planning, stakeholder management, governance, risk and dependency management, project reporting, business case development, implementation support, benefits realization, and designing compliant processes aligned with FCA requirements and organizational strategy.

Support metadata management, data lineage, critical data element management, data quality monitoring, and governance controls. Partner with business and technology stakeholders to investigate data issues, identify root causes, improve governance tooling adoption, and automate or standardize processes. The role combines stakeholder engagement, analysis, problem-solving, operational delivery, and continuous improvement across metadata and data quality initiatives.

Investigate potentially fraudulent payments through inbound customer and third-party calls. Use questioning, fraud frameworks, critical thinking, and decision-making to determine whether fraud has occurred, protect customer accounts, and provide guidance to prevent future incidents. Collaborate with fraud teams while delivering empathetic customer service during sensitive or challenging conversations.