Nationwide
Retail Services Resilience & Efficiency Consultant
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We're looking for a Retail Services Resilience & Efficiency Consultant to join our team and play a key role in helping our branches and contact centres continue to serve customers when it matters most.
When unexpected disruption occurs, whether it's a technology failure, operational issue or major incident, our teams need to respond quickly, calmly and effectively. In this role, you'll be at the heart of that response, supporting Incident Managers and business leaders to coordinate activities, communicate clearly and minimise the impact on customers and colleagues.
Acting as a trusted partner during incidents and periods of disruption, you'll work closely with colleagues across Retail Services, technology teams and key stakeholders to help deliver effective responses to both operational and IT challenges. You'll support decision-making, coordinate communications and ensure critical processes run smoothly during fast-paced and evolving situations.
We are happy to consider flexible working approaches to help you perform at your best.
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 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 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.
RESPONSIBILITIES
What you’ll be doing
- Supporting the delivery of the Resilience & Efficiency strategy across Retail Services, helping teams prepare for, respond to and recover from periods of disruption. Working alongside Incident Managers during incidents and major disruptions, providing coordination support, sharing information, managing communications and ensuring plans and contingencies are effectively implemented. Owning and maintaining incident and planned IT change reporting, helping colleagues learn from previous events and better prepare for future disruption.
- Building and maintaining business continuity and resilience plans, ensuring colleagues understand their roles and responsibilities during incidents and that plans remain relevant, effective and up to date. Monitoring emerging risks, threats and industry trends, supporting the development of practical solutions and identifying opportunities to improve processes, controls and ways of working. Building strong relationships with colleagues and stakeholders across the organisation, influencing and educating teams on incident management and resilience practices while supporting the effective resolution of operational issues.
- Supporting governance and reporting activities by providing insights, maintaining management information and contributing to updates for senior leaders and risk oversight committees. Developing and maintaining a strong understanding of the wider business environment, offering constructive challenge and helping ensure Retail Services remains compliant with relevant policies and regulatory requirements. Participating in a 24/7 on-call incident management rota when required, providing support during critical incidents and periods of disruption.
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About you
The minimum requirements for the role are:
- Competent working knowledge of Retail Services Operations and the challenges faced by colleagues and customers
- Confident communicator and relationship builder, with the ability to influence others and support informed decision making (both verbally and in writing)
- The confidence to communicate risks, opportunities and complex information clearly to both technical and non-technical audiences
- The ability to quickly understand different business areas, priorities and ways of working
- An understanding how process or system changes can impact colleague and customer experiences.
- Proven organisational and planning skills, with the ability to turn ideas into practical actions and deliverables
- A proactive approach to problem-solving, with a focus on continuous improvement and delivering positive outcomes
- A willingness to learn and develop expertise in Incident Management, Business Continuity and Operational Resilience. Support will be provided to work towards a recognised professional qualification, such as BCI or an equivalent certification
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 [Recruitment.Support@nationwide-jobs.co.uk].
Apply safely with Nationwide
Recruitment scams can look convincing, so take a moment to check the role is listed on our official careers site and read our guidance on Don’t be conned by a job scam. [https://www.nationwide.co.uk/news-and-stories/job-scams/]
The hiring manager for this role is Graeme Stickings, and the main recruitment contact is Jemma Ives.
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