Planning and Delivery Lead

As a Planning & Delivery Lead, you'll play a key role in helping Business Direct deliver brilliant outcomes for both customers and colleagues. Working closely with leaders across the business, you'll provide insight, drive process improvements, and identify opportunities to simplify the way we work. You'll use data and customer journey insights to support decision-making, influence change and help shape colleague capability. From leading simplification initiatives and supporting training and development, to creating engaging communications and analysing performance trends, you'll ensure our teams have the tools, information and support they need to succeed.

This is a varied role that combines analytical thinking, stakeholder engagement and continuous improvement. You'll work across multiple projects and priorities, collaborating with colleagues from across Business Banking to enhance customer experience, improve operational efficiency and support the delivery of strategic business objectives.

We're looking for someone who is curious, proactive and passionate about making things better—someone who enjoys solving problems, using technology to drive improvements, and building strong relationships across teams. If you thrive in a fast-paced environment, enjoy influencing positive change and want to make a real impact, we'd love to hear from you.

This role sits within Business Direct, a key part of Business Banking, supporting business customers with their everyday banking and borrowing needs. Our colleagues help businesses at every stage of their journey, delivering expert support and building lasting customer relationships.

The Planning & Delivery team provides the structure, insight and coordination that enables Business Direct to deliver excellent customer and colleague outcomes. Working across the business, the team supports strategic priorities, operational performance, colleague engagement and continuous improvement, ensuring colleagues have the information and support they need to succeed.

By helping the business adapt, improve and grow, the team plays an important role in ensuring customers receive a consistently high-quality experience while supporting the long-term success of Business Direct.

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 spend at least two days per week, or if part time you'll spend 40% of your working time, based at our Glasgow office. 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. 

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. You can also find out more about our approach to hybrid working here.

Virgin Money is now part of Nationwide

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.

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

No two days are the same. One day you might be analysing customer, colleague and business performance data using tools such as Power BI, Excel and PowerPoint to identify trends, create meaningful insight and support decision-making. The next, you could be working with leaders and colleagues across Business Direct to gather feedback, understand team culture and identify opportunities to improve colleague engagement, development and wellbeing.

You'll work closely with teams across the business to improve processes, support change initiatives and turn customer and colleague insight into practical improvements. You'll also create engaging communications and help ensure colleagues have the information, tools and support they need to succeed.

This is a varied role where you'll influence positive change, drive simplification and play an important part in helping Business Direct deliver great outcomes for both customers and colleagues.

About you

• Experience managing multiple priorities and delivering results in a fast-paced, changing environment. 

• Advanced analytical skills, with experience using Microsoft Excel, Power BI, Power Query and PowerPoint to interpret data, identify trends and present meaningful insights. 

• Proven ability to lead and deliver change initiatives that improve customer, colleague or business outcomes. 

• Knowledge of Business Banking processes, policies and procedures, including risk and compliance requirements. 

• Excellent communication and influencing skills, with the ability to engage effectively with colleagues and stakeholders at all levels. 

• Experience using technology and digital tools to improve processes, solve business problems and enhance customer and colleague experiences.

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.

The hiring manager for this role is Stephanie Moir, and the main recruitment contact is Farah Khan.