We’re looking for an enthusiastic Process Improvement Lead with a strong track record of delivering change and driving continuous improvement. In this role, you’ll focus on understanding and improving the customer journey—identifying pain points, shaping innovative solutions and ensuring our processes reflect our values.
You’ll work closely with operational teams and collaborate with peers across the business, while still having the independence to set direction, design improvement interventions and see them through to implementation. It’s a varied role, with exposure to multiple areas of the organisation, offering the chance to influence how we operate and how our customers experience our services.
We’re looking for a versatile individual who can balance collaboration with autonomy, adapt quickly, and bring clarity and structure to complex challenges. If you enjoy improving how things work and making a tangible impact, this role offers the scope to do exactly that.
We are happy to consider flexible working approaches to help you perform at your best.
This is a 12-month Fixed Term Contract.
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 hub. There will be a need to regularly connect with colleagues for collaboration events in one of our office sites. This is anticipated to be quarterly for team meetings and collaboration days. If your application is successful, your hiring manager will provide further details on how this works.
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.
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.
ResponsibilitiesWhat you’ll be doing
The Process Improvement Manager is responsible for analysing and optimising business processes to improve customer experience, efficiency and overall performance.
You will assess current workflows, identify inefficiencies and document processes clearly, creating knowledge materials that support consistent, high‑quality service. Using methodologies such as Lean, Six Sigma and Kaizen, you will design and implement improvement strategies and track their impact through data‑driven analysis.
The role involves leading process improvement initiatives end‑to‑end, including stakeholder engagement, design, and delivery within short sprints. You will run workshops and training sessions to embed new processes and ensure teams understand and adopt updated ways of working.
Collaboration is key: you will partner with department leaders and cross‑functional teams to gather insights, prioritise opportunities and communicate changes effectively to stakeholders at all levels.
You will analyse performance data, prepare reports, and use insights to guide recommendations. You will also champion a culture of continuous improvement and identify opportunities for automation and digital transformation to enhance efficiency and modernise operations.
About you
For this role, you will have:
- Proven experience in process improvement, driving and delivering change
- 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
- The ability and interpersonal skills required to inspire and influence senior stakeholders
- The ability to collaborate across functions to drive results
- 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.
The extras you’ll get
There are all sorts of employee benefits available at Nationwide, including:
25 days holiday, pro rata
Access to 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.
