Overview
In this role, you’ll lead how Nest understands and improves the quality of service delivered to millions of members through our outsourced operations. You’ll sit at the heart of how we assure customer outcomes – combining insight from quality reviews, customer feedback, complaints and operational data to form a clear, evidence‑based view of performance.
Responsibilities
Day‑to‑day you will work across teams and with our third‑party partner to challenge performance, identify where things are going wrong, and drive meaningful improvement. This includes leading deep‑dive reviews into customer journeys, shaping how we measure service quality and ensuring that actions taken genuinely improve outcomes for members.
You will play a key role in major change and product releases, providing assurance before new services go live and assessing how they perform in reality. You will also be responsible for building a high‑performing service quality function – coaching your team, improving consistency of approach and strengthening how we use data and insight. Your ability to translate complex insight into clear direction will directly shape how Nest delivers for its members.
Qualifications
- Proven experience leading quality assurance, audit, control testing or service review activity in a complex service environment.
- Experience designing or evolving quality frameworks, scorecards, review methodologies or assurance approaches that support consistent and credible oversight.
- Strong analytical capability, with the ability to interpret multiple sources of quality, operational and customer insight, identify patterns and root causes, and form balanced, evidence‑based conclusions.
- Experience producing clear reporting and commentary for senior stakeholders, including translating detailed findings into practical implications and recommendations.
- Experience working with operational leaders and third‑party partners to address service risks, improve controls and strengthen customer outcomes.
- Experience leading or developing specialist assurance resource, including setting direction, managing performance and supporting capability growth.
- Experience in pensions, financial services, complaints handling or another regulated environment would be beneficial.
Benefits
At Nest, you’ll have access to a range of learning opportunities to learn, grow and build the skills you need to be successful in your role and career.
Working Arrangements
- Hybrid of office (Canary Wharf, London) and home working – with an expectation to attend the office once or twice a week, or more as required.
- Reduce or vary working hours.
- Reduce or vary the days worked.
- Work compressed hours.
- Job share.
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