Nationwide
Process Improvement Lead
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We’re looking for experienced Process Improvement Leads with a strong track record in process management, change delivery, and continuous improvement.
In this role, you’ll partner with teams across the business to understand, manage, and enhance our processes—identifying pain points, shaping innovative solutions, and ensuring our processes are well controlled and aligned with our values.
If you have proven experience in process management and improvement, this is an opportunity to make a meaningful impact. As part of the Process Management Centre of Excellence, you’ll be at the forefront of documenting, managing, and improving the processes that underpin an exceptional Customer Experience.
We are happy to consider flexible working approaches to help you perform at your best.
This is a 12-month Fixed Term Contract 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 while 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 be located at our nearest regional office or hub. There will be a need to regularly connect with colleagues for collaboration, and in some locations, you’ll be expected to spend at least two days a week, or if part-time, you'll spend 40% of your working time, in the office. If your application is successful, your hiring manager will provide further details on how this works.
Nationwide acquired Virgin Money in October 2024. Virgin Money continues to serve customers on the high street, and there will be a phased and considered integration over the coming years.
You’ll be employed by Nationwide from day one, delivering real impact and benefitting from a highly competitive range of benefits. We’re a workplace where you’re rewarded, recognised, and celebrated.
If we receive a high volume of relevant applications, we may close the advert earlier than the advertised date, so please apply as soon as you can.
RESPONSIBILITIES
What you’ll be doing
As a Process Improvement Lead, you’ll carry out in-depth analysis of current business processes and the way they are managed, identifying inefficiencies, risks, and opportunities for improvement. Working closely with department heads and team members, you’ll build a clear understanding of their needs, gather valuable feedback, and help identify strategic process priorities.
You’ll communicate process management strategies, changes, and improvements clearly and confidently to stakeholders at every level. You’ll also document processes in detail and create accessible knowledge articles that enable colleagues to deliver an outstanding Customer Experience.
You’ll develop, own, and implement process improvement strategies using methodologies such as Lean, Six Sigma, and Kaizen. You’ll monitor and measure the effectiveness of process changes, analyse trends, and demonstrate their impact on key outcomes, including customer experience and productivity. Taking ownership from concept through to delivery, you’ll create improvement plans, manage timelines and budgets, and ensure initiatives are delivered on time and within scope.
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You’ll facilitate engaging workshops and training sessions to educate colleagues on process management, new processes, and improvement methodologies. You’ll play an important role in fostering a culture of continuous improvement across the organisation, strengthening how we design, monitor, document, and control our processes.
You’ll collect and analyse data to identify trends and improvement opportunities, producing clear reports and presentations that demonstrate the impact of initiatives on business performance. Using data-driven insights, you’ll make informed recommendations on how we manage and improve our processes, while identifying opportunities for automation and digital transformation that enhance efficiency and deliver better outcomes.
About you
For this role, you will have:
- Proven track record in process documentation, process improvement, and project management.
- Strong knowledge and experience working with process improvement methodologies (e.g. Lean, Six Sigma).
- Experience in making data-driven decisions with sharp analytical and problem-solving skills.
- Experience partnering with senior stakeholders and collaborating across functions to drive results.
- Exceptional communication and interpersonal skills to inspire and influence teams.
- Proficiency in data analysis tools and software.
- Industry experience that brings valuable context and expertise to the company.
Our customer-first behaviours put customers and members at the heart of how we work together. They are the set of behaviours that every colleague needs to display, in every role:
- Feel what customers feel - We step into our customers’ shoes, using their feedback and insights to empathise with them and to understand their needs, so that every decision we make starts and finishes with our customers in mind.
- Say it straight - We are brave in speaking out and saying what we think – we’re honest and direct with good intent, openly sharing diverse perspectives to reach the best conclusions and using language everyone can understand.
- Push for better - We don’t settle for mediocrity, we challenge the status quo, taking responsibility for continuous improvement and personal development.
- Get it done - We prioritise what will have the greatest impact, we are decisive, and we take accountability for delivering brilliant customer outcomes.
You can strengthen your application by showing how our customer-first behaviours resonate with you, and where you may have already demonstrated these.
QUALIFICATIONS
The extras you’ll get
There are all sorts of employee benefits available at Nationwide, including:
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- 25 days holiday, pro rata
- Private medical insurance
- A highly competitive pension to help you build a strong foundation for retirement
- Access to an annual performance-related bonus
- Training and development to help you progress your career
- A great selection of additional benefits through our salary sacrifice scheme
- Life assurance to provide peace of mind for you and your loved ones in the event of your death
- Wellhub – access to a range of free and paid options for health and wellness
- Up to 2 days of paid volunteering a year
Banking – but fairer, more rewarding, and for the good of society
We forge our own path at Nationwide.
As a mutual, we’re owned by our members - those customers who bank, save, or have a mortgage with us. We challenge the financial sector status quo. We don’t see customers as the engine of our own profit. We share our profits with them and put their needs first. Always there when they need us. Supporting them and their lives.
If you’re inspired by fairer finances, passionate about making a meaningful impact, and truly care about our customers, you’re one of us.
At Nationwide, you are challenged to grow and rewarded for doing so. Valued. Recognised. Inspired to be your best. As a community, we want our working lives to count. As a team, we celebrate what we achieve. As a standard-setter, we work for the good of customers, communities, and broader society.
We are purpose-driven. Uncompromisingly customer. Unstoppably Nationwide.
What to do next
If this role is for you, please click the ‘Apply Now’ button. You’ll need to attach your up-to-date CV and answer a few quick questions for us.
We respond to everyone, so we will be in contact shortly after the closing date to let you know the outcome of your application.
Keeping your data and personal information confidential is important to us. To find out more about how we use and process your data, please read our Privacy policy.
If you want to find out more about using AI in our recruitment process, please read more here.
Disability Confident
We’re not just guided by data, we’re driven by the real experiences of our people. We’re a Disability Confident Level 3 Leader, the highest level.
That’s why we’re constantly evolving our policies and practices to make sure everyone feels genuinely supported, valued, and empowered to champion inclusion. Whatever your needs, we’re here to support you. If you need any additional support throughout your application journey, email our team at Recruitment.Support@nationwide-jobs.co.uk.
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