Nationwide
Consultant Customer Outcomes Assurance
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About the Role
This role is a great opportunity for someone with a curious mind who is looking to develop their career within an exciting and fast-paced environment.
As a Consultant, you will deliver high-quality customer outcome-focused thematic reviews across NBS and VM customer journeys. You will assess whether customers are receiving good outcomes in line with regulatory and Consumer Duty requirements, by reviewing customer journeys, interactions, communications, and key touchpoints across the product lifecycle covering different products, services, and customer channels. Through your reviews, you will identify customer outcome risks, provide valuable insight, and help drive improvements that enhance customer outcomes.
The Customer Outcome Testing team provides assurance on the management of Conduct and Regulatory risks, the delivery of good customer outcomes, and the mitigation of foreseeable and actual customer harm.
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The team is part of the first line of defense (1 LoD) within the Chief Operating Office (COO); led by the Head of Customer Outcome Testing who reports to the Director of Business Services. The team operates separately from the customer-facing operational areas.
Details
This is a 12-month secondment opportunity.
At Nationwide, we offer hybrid working wherever possible. More rewarding relationships are supported through our hybrid approach, bringing colleagues together across our UK-wide estate, whilst also supporting generous access to home working. We value our time in the office to solve problems, to learn, and to feel connected.
For this role, you'll be based at your nearest regional office or hub. We value time spent together to connect with colleagues for collaboration, so there will be a regular requirement to attend our Swindon site approximately quarterly. If you are based at an office location, you'll be expected to meet our hybrid working requirement of at least two days a week, or 40% of your working time if part-time, in the office. If your application is successful, your hiring manager will provide further details on how this works.
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Nationwide is committed to the redeployment of our employees impacted by change, as such applications for redeployment candidates will be prioritized in this recruitment process.
If you’re a colleague on long-term absence (for example, on parental leave) or a temporary worker, please use your personal email address to submit an application.
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