Project & Change Delivery Manager

This role sits within the Operational Effectiveness team in Business Banking Business Operations and leads the identification and delivery of improvements across our operational services. You will use customer, colleague and operational insight to understand where change is needed, shape practical solutions and lead delivery through to successful implementation and measurable benefit. By making our processes simpler, stronger and more effective, the role will help improve customer outcomes, reduce avoidable failure and enable Business Operations to respond safely and effectively to change. You will also lead and develop our Business Analysts, setting clear priorities and quality standards for analysis and change activity.

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 Glasgow or Northampton offices. 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.

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.

What you’ll be doing

You will work with colleagues across Business Banking Business Operations to identify and prioritise improvement opportunities, using evidence to understand problems and define the outcomes we need to achieve. You will lead change from early discovery through planning, implementation and review, making sure impacts, risks, dependencies, controls and measures of success are understood and managed. You will manage and develop Business Analysts, providing direction and ensuring their analysis, process mapping, requirements and impact assessments are clear, proportionate and fit for purpose. You will bring together stakeholders from across the business to resolve delivery challenges, make informed decisions and ensure colleagues are ready for new ways of working. You will stay involved after implementation to confirm that changes have embedded successfully and are delivering the intended customer and operational benefits.

We are looking for an experienced change leader who can move confidently from identifying improvement opportunity to shaping the solution, leading delivery and making sure the change sticks. The successful candidate will combine strong project and change delivery skills with sound business analysis judgement and a clear focus on customer and operational outcomes.

About you

As a minimum requirement, you will have:

• Demonstrable experience leading end-to-end operational change or continuous improvement initiatives, from identifying and shaping an opportunity through implementation, embedding and benefits review.

• Proven people leadership experience, including managing and developing Business Analysts or comparable change professionals, setting priorities and assuring the quality of their work.

• Strong practical knowledge of business analysis disciplines, including problem definition, requirements management, process mapping, impact assessment and options analysis, with experience reviewing and challenging analysis outputs.

• Strong project and change delivery experience, including planning, governance, dependency management, risk and issue management, stakeholder engagement and implementation readiness across multiple change activities.

• Proven experience using customer, operational or performance insight to identify improvement opportunities, define measurable outcomes and translate findings into practical change.

• Experience embedding change within an operational environment, ensuring processes, controls, colleague readiness, reporting, ownership and post-implementation review are in place and sustainable.

• Strong written and verbal communication and influencing skills, with experience presenting recommendations and delivery updates to senior stakeholders, resolving competing priorities and constructively challenging where required.

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

• 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

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