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Nationwide is building a modern, relationship-led Business Bank, combining outstanding customer outcomes, sustainable growth and disciplined risk management.
We're looking for a strategic and inspirational leader to join our Business Direct & Customer Support leadership team as Head of Business Direct.
About the Role
Reporting to the Director of Business Direct & Customer Support, you will be accountable for all remote business lending origination, relationship management and customer servicing activity across the UK. You’ll lead the business bank national remote relationship management model, ensuring customers receive the right level of relationship support whilst enabling greater use of digital and self-service channels. You will lead the business bank contact centre with responsibility for telephone & live chat channels. You will lead a national team of c.210 colleagues; this will grow in line with our growth ambitions.
This is a highly visible leadership role with responsibility for the vast majority of human assisted support and a significant asset and liability portfolio, including approximately £300m of lending and £7bn of deposits. We expect the balance sheet to grow significantly post the launch of our Nationwide Business products which bring with it our first ever digital led overdraft proposition and market leading BCA / Savings products. You'll hold end-to-end accountability for the performance and strategic direction of Business Direct, balancing growth, customer outcomes, commercial performance and risk within an increasingly complex regulatory environment. Leading through continued transformation, you'll shape the future of our relationship and servicing model, driving greater digitisation, simplification and operational effectiveness while maintaining a relentless focus on governance, control and customer outcomes.
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Hybrid Working
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 job, you'll spend at least two days per week, or if part-time, you'll spend 40% of your working time, based at either our Swindon, Northampton, Glasgow or London offices. If you’re based at our Glasgow office, this will apply from 1 April 2027 and ahead of that there will be a need to regularly connect with colleagues for collaboration events. If your application is successful, your hiring manager will provide further details on how this works. You can also find out more about our approach to hybrid working here [https://nationwide-jobs.co.uk/life-at-nationwide/rewarding-you].
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Whilst these locations are where we are primarily looking to fill the role, if you’re an internal applicant based in a different location we would welcome your application and if successful, your hiring manager will provide further details on how this could work for this specific role.
Nationwide is committed to the redeployment of our employees impacted by change, as such applications for redeployment candidates will be prioritised 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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