Customer Servicing Solution Architect

We are looking for a Senior Architect to join our multi-disciplinary architecture team in the Customer Servicing portfolio, supporting Customer Servicing strategic programmes and value stream initiatives to shape and assure the technical direction for Nationwide’s Customer Servicing systems.

We’re looking for someone who brings thought leadership, strategic vision combined with practical delivery judgement and the confidence to influence senior business and technology stakeholders through clear architecture narratives, data-led insight and well-structured recommendations. The successful candidate will balance innovation and fast-paced delivery with attention to governance, helping us exploit existing and emerging technology safely and pragmatically, especially for Customer Data.

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 either our Swindon or London office. 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.

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.

What you’ll be doing

The role is accountable for the end-to-end completeness and integrity of their owning solutions, making sure designs are secure, resilient, supportable and aligned to relevant governance, patterns, standards and guardrails. You’ll collaborate with Domain Architects and enterprise architecture teams to ensure solutions are aligned across portfolios, transition states are coherent, and the organisation can move safely towards agreed target states.

You’ll be a key part of the Customer Servicing Architecture team, supporting the Customer Servicing change portfolio by working alongside Customer Servicing value streams, product and delivery colleagues, customer data owners, engineers, vendors, partners and architects from across Nationwide.

You’ll provide thought leadership for Customer Servicing, focusing on Customer Data, helping the portfolio make confident technology choices that balance innovation, member and colleague outcomes, resilience, cost, risk and governance. This means being curious about new technology and exploiting existing technology investments, while being disciplined about where experimentation should become enterprise-grade delivery.

You’ll shape, lead and track the plan for architectural deliverables within the value streams, and where appropriate the wider team’s work, to define target states and transition states for applications across Customer Servicing. This includes agreeing the plan upfront, managing key milestones, raising and resolving architecturally significant questions, and proactively engaging senior stakeholders so progress is visible and expectations are managed effectively.

About you

As a minimum requirement, you’ll have:

• Applying architecture thinking to real Customer Servicing change, balancing strategy, delivery, innovation, resilience, regulation, governance, colleague and member outcomes
• Providing thought leadership on complex architectural topics, creating clarity where there are competing priorities, incomplete information or differing stakeholder views
• Defining target states, transition states and roadmaps for complex customer servicing applications and value streams, especially customer data management capabilities
• Using data, insight and structured storytelling to influence senior stakeholders, secure buy-in and enable timely architecture and technology decisions
• Designing and delivering customer data and servicing solutions in a UK financial services organisation or similarly regulated environment
• Producing high-quality architecture artefacts, including logical architecture, integration views, data flows, non-functional requirements, options analysis, decision papers, governance submissions and senior stakeholder papers
• Shaping customer and party data architecture, establishing clear ownership and a consistent, trusted view of customers and their relationships across the organisation

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:

• 30 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 Mei Tam, and the main recruitment contact is Ashley Dodds.

Please note that should you be successful in securing this role, the job title on our internal systems will be Snr Technology Architect.