Teams at Nationwide Building Society

Develop operational dashboards, reporting packs, performance measures, and actionable insights for Business Banking Operations. Analyze customer feedback, complaints, process failures, trends, risks, and root causes using Power BI, Python, Excel, and VBA. Establish data quality controls, translate business questions into analytical requirements, influence stakeholders, and help leaders take measurable action to improve customer outcomes and operational effectiveness.

Manage and grow a portfolio of small-business customers with borrowing needs of £75,000–£500,000. Provide banking support, lending and deposit solutions, onboard new customers, identify appropriate cross-selling opportunities, monitor financial performance and risk, recognize financial stress, resolve complex queries, and ensure compliance with internal policies and FCA regulations.

Lead a new Relationship Support Team serving social housing lending customers and supporting Relationship Managers. Manage portfolio administration, customer performance monitoring, financial information review, service standards, controls, risk management, customer due diligence, and AML onboarding. Drive process transformation, service improvements, stakeholder engagement, team development, coaching, and high-quality customer service in a hybrid banking environment.