Fraud Contact Service Delivery Manager

Join us as a Fraud Contact Service Delivery Manager and play a key role in shaping how we support and protect customers throughout their fraud journey. Working within Fraud Operations, you'll lead the strategy, performance and evolution of customer contact channels, ensuring every interaction is timely, effective and delivers the right outcome. As fraud risks and customer expectations continue to change, you'll help drive innovative approaches that enhance customer engagement while strengthening our response to economic crime.

In this highly visible role, you'll work closely with operational teams, technology partners and senior stakeholders to optimise a broad range of contact channels, including telephony, chat, SMS, RCS, proactive messaging and fraud alert technologies. Using customer insight, performance data and industry best practice, you'll continuously review and refine contact strategies, identify automation and improvement opportunities, support change delivery, and ensure customers are contacted through the most effective channel at the most appropriate time.

This is an exciting opportunity to influence the future of fraud contact delivery, with exposure to senior leadership and the chance to shape strategic decisions across the function. We're looking for someone with strong service delivery experience, a deep understanding of fraud contact strategies and channels, and the ability to translate data and customer outcomes into meaningful improvements that enhance both operational performance and customer experience.

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

You'll take ownership of the performance and continuous optimisation of Fraud Operations' customer contact channels, ensuring customers receive timely, effective and relevant communications throughout their fraud journey. Using customer insight, operational data and performance trends, you'll shape and refine contact strategies across channels including AWS, chat, SMS and emerging digital solutions, helping to deliver the right message through the right channel at the right time.

Working in a fast-paced and evolving environment, you'll proactively respond to changing fraud trends, customer behaviours and demand patterns, balancing customer experience, operational efficiency, risk management and cost effectiveness. Through ongoing analysis and optimisation, you'll identify opportunities to improve channel performance, enhance engagement and drive better outcomes for both customers and the business.

Collaborating with teams across Technology, Conversational Banking, Retail Business Services, Workforce Planning, Customer Journeys and Fraud Operations, you'll play a key role in shaping the future of fraud contact delivery. From driving digital adoption and automation opportunities to providing governance and oversight of strategic changes, you'll help deliver a modern, data-driven contact strategy that puts customer outcomes at the heart of every decision.

 

About you

As a minimum, you will have:

• Proven experience managing, optimising or developing customer contact strategies within a customer operations, fraud, financial crime, contact centre or service delivery environment

• Strong analytical skills, with experience using performance MI, customer insight, operational metrics and trend analysis to drive measurable improvements in customer and business outcomes

• Experience working across multiple customer contact channels, including telephony, digital messaging, SMS, chat, self-service and automated communication solutions

• Demonstrable stakeholder management and influencing skills, with the ability to build effective relationships and collaborate across Operations, Technology, Change, Workforce Planning and Customer Experience functions

• Experience balancing customer outcomes, operational performance, regulatory requirements, risk management and cost efficiency within a complex operational environment

• A track record of delivering continuous improvement initiatives, identifying optimisation opportunities, implementing change and adapting strategies in response to evolving customer needs and business priorities

• Experience supporting the implementation, governance or optimisation of customer contact technologies, automation solutions and digital engagement strategies, with the confidence to challenge existing processes and drive innovation

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:

• 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.  

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. 

The hiring manager for this role is Tyler Coate, and the main recruitment contact is Lorraine Ifil.

Please note that should you be successful in securing this role, the job title on our internal systems will be Operations Service Delivery Manager.