Teams at Nationwide Building Society

Leads first-line risk and control advice across retail and customer operations, focusing on regulatory, conduct, and operational risk. Modernizes controls through AI, automation, data-led monitoring, preventative design, and reliable evidence. Advises stakeholders on governance, human oversight, explainability, and customer outcomes; identifies control weaknesses, supports change initiatives, reports to governance forums, and coaches colleagues on responsible AI and modern control practices.

Leads a new communications quality control squad of eight, overseeing reviews of customer communications across financial products and channels. Provides expert challenge, coaching, training, and continuous-improvement guidance to improve clarity, compliance, consistency, tone, and customer outcomes. Applies customer-centred communication design, behavioural science, research, readability tools, and communication standards. Partners with product teams, standards specialists, subject matter experts, legal, and risk stakeholders while contributing to communications strategy and leadership.

Manage first-line risk and control support across retail banking and customer operations. Provide regulatory, conduct, and operational risk advice; challenge business and change activities; assess control effectiveness; maintain risk profiles; support incident remediation; deliver reporting to governance forums; and evaluate regulatory change. Build stakeholder relationships, promote good customer outcomes, and potentially line-manage and develop risk professionals.