Teams at Nationwide Building Society

Provide in-branch, phone and online customer support handling transactions, queries and product guidance. Deliver accurate, secure service, follow processes, escalate issues, and support colleagues to ensure excellent customer experiences and promote digital tools.

Lead design and delivery of AWS-based Amazon Connect contact centre solutions. Provide technical leadership, produce HLD/LLD, integrate conversational/chat platforms, support live services, and improve CI/CD, automation, monitoring, and resilience within an Agile squad.

Lead quality, governance, risk, MI/reporting, workforce planning and operational resilience across Business Banking Operations. Manage a team of Quality & Risk Operations Managers, embed governance and control frameworks, provide insight to senior leaders, support large-scale change and ensure regulatory compliance while driving continuous improvement and better customer outcomes using data and automation.