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 Nationwides Customer Servicing systems.

Were 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 youll spend at least two days per week or if part time youll spend 40% of your working time based at either our Swindon or Londonoffice. 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 tohybrid working here.

Whilst these locations are where we are primarily looking to fill the role if youre 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 tohybrid 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 youre 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 youll 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. Youll 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.

Youll 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.

Youll 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.

Youll shape lead and track the plan for architectural deliverables within the value streams and where appropriate the wider teams 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 youll 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 were 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 dont 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 youll 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 were owned by our members - those customers who bank save or have a mortgage with us. We challenge the financial sector status quo. We dont 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 youre inspired by fairer finances passionate about making a meaningful impact and truly care about our customers youre 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. Youll 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.

If you want to find out more about using AI in our recruitment process please read morehere.

Disability Confident

Were not just guided by data were driven by the real experiences of our people. Were a Disability Confident Level 3 Leader the highest level.

Thats why were constantly evolving our policies and practices to make sure everyone feels genuinely supported valued and empowered to champion inclusion. Whatever your needs were here to support you. If you need any additional support throughout your application journey email our team atRecruitment 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 Dont 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 beSnr Technology Architect.