Overview
We’re on an exciting journey in Group Mortgages Customer Management to transform how we connect with customers. Guided by our strategic drivers, we’re shaping communications and customer journeys to make every interaction meaningful. This is a fantastic opportunity for someone passionate about creating exceptional customer experiences through clear, engaging communications across The Mortgage Works (TMW). You’ll play a key role in shaping how our customers interact with us, ensuring every message fits seamlessly into their journey and delivers real value. You’ll also identify areas for improvement in the existing customer service experience and orchestrate the relevant stakeholders to help deliver change, making it even easier for customers to manage their mortgage while delivering good outcomes.
We are happy to consider flexible working approaches to help you perform at your best. The working hours (per week) for this role can be between 32 and 35 hours. Nationwide offers hybrid working wherever possible, supporting relationships across our UK estate while enabling home working. You will typically be based at one of our offices (Bournemouth, Northampton or Swindon) for two days per week, or 40% of time if part-time. Further details on hybrid working will be provided if your application is successful. Internal applicants in other locations are welcome to apply and will receive details on how this could work.
Nationwide is committed to redeployment of employees impacted by change; applications from redeployment candidates will be prioritized. If you are currently on long-term absence or are a temporary worker, please use your personal email address to submit your application.
Responsibilities
- Lead and support projects that improve how we communicate with customers, making every touchpoint clear, relevant, and timely.
- Analyse performance data and design new communication strategies to continuously improve the customer experience.
- Identify and prioritise opportunities to improve the existing customer service experience using insights, colleague feedback, and complaints data.
- Support the management of the Mortgage Product Policy mailbox, responding to policy queries from across the business and assisting Complaints Operations colleagues.
- Contribute to the completion of Product & Service Approval Process (PSAP) reviews by providing TMW support focused on communications and the existing customer experience.
- Feel what customers feel — empathise with customers and base decisions on their needs to ensure customer-centric outcomes.
- Say it straight — communicate honestly and clearly with diverse stakeholders to reach the best conclusions.
- Push for better — challenge the status quo and pursue continuous improvement and personal development.
- Get it done — prioritise impactful work, take accountability, and deliver excellent customer outcomes.
Minimum requirements
- Knowledge of TMW existing customer journeys and our closed mortgage books.
- Experience shaping and writing customer communications.
- Strong relationship-building and confident stakeholder management experience.
- Ability to proactively manage your own workload and juggle multiple priorities.
- Evidence of analysing customer journeys and identifying opportunities for improvement and risk.
Benefits
- 25 days holiday, pro rata
- Access to private medical insurance
- A highly competitive pension
- Access to an annual performance-related bonus
- Training and development to progress your career
- Additional benefits through our salary sacrifice scheme
- Life assurance
- Wellhub — access to health and wellness options
- Up to 2 days of paid volunteering per year
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