About the job

We are looking for a Design Lead to join our Service & Experience Design (S&ED) team to help shape the development of our Mortgage Journeys.

As a Design Lead, you’ll champion a design-led customer-centric approach to designing and delivering experiences.

  • You’ll lead the creation of distinctive experiences that are consistent with Nationwide’s purpose, brand and values to help us realise our ambition of being known for delivering legendary service.
  • You’ll be accountable for the quality of the member experience and will have overall responsibility for an experienced team, their output, ways of working and overall activities.
  • You’ll champion the use of research, insight and design across the business to understand user needs, using the evidence this provides so can confidently act as the voice of the people we design for.

S&ED sets the benchmark for exceptional member experiences and in this role, you will lead this across our website, online marketing through to our online acquisition channels. We’re growing a best-in-class design and research capability to deepen our understanding of our members ever-changing needs, expectations, and behaviour, putting design thinking at the heart of all we do. We have a team of 60+ multi-disciplined designers and a culture we love.

Joining us, every experience you design, journey you improve, and piece of work you deliver will have a purpose. We all share a passion for designing the right things the right way and working together to do the best we can for our members.

As our name suggests, here in Service & Experience Design, we’re responsible for defining, designing and delivering frictionless, useful experiences that help our members manage their money and look after what matters to them in life. We research, we iterate, we craft, we strive – and we do it all to make sure our members have experiences that are memorable, for all the right reasons, on every channel.

What you’ll be doing

As an Experience Lead, you’ll play a key role in delivering experiences that drive our ambition of delivering ‘legendary service’ that people want to talk about. You’ll have sponsorship from Products and Propositions, Marketing and Engagement, Relationship and Distribution and other communities.

You’ll achieve this by:

  • Championing and upholding the S&ED CoE quality framework, through managing a set of principles, metrics and measures which reinforce member, customer and colleague experience in the society’s strategic cornerstones, usability standards, as well as conduct risk, governance and accessibility.
  • Providing research and design capability to support Product Owners in Squads & Agile hubs enabling them to better understand member needs to deliver positive and distinctive experiences
  • Working with your Mission Senior Experience Lead to connect teams to deliver Target state experiences
  • Working with product owners and delivery leads to liaise with external bodies such as the FCA to shape the regulatory position of teams and how their work meets compliance standards and creates high value member experiences
  • Play a driving role in supporting S&ED communities and chapters by leading topics & debate, bringing work and proof of concepts to share and discuss and ensuring attendance from their direct reports, to drive quality, consistency, and standards of the centre of excellence that support the hub/squad objectives.
  • Directing, coaching, and leading the multi-disciplined research and design team to create a distinctive member experience that underpins our propositions and drives ‘legendary service’.
  • Taking responsibility for the member experience across all aspects of delivery, from the creation of distinctive new propositional experience to shaping a ‘run’ model maximising efficiency and effectiveness.

About you

You’ll be experienced in leading multi-disciplinary research and design teams of between 5 and 15 people, with deep understanding of how to coordinate content, UI design, UX and UX research across large projects. Coupled with this, you’ll be confident working with product owners, technology and business leads to align on customer outcomes and deliver market-leading experiences.

Your expertise will be crucial in ensuring the adoption of a user-centred design approach, and you’ll need to be able to demonstrate the ability to:

  • Shape demand, frame approaches and ensure backlog prioritisation sets teams up successfully
  • Lead the adoption of design systems, experience languages and centre-of-excellence standards through all the work created; you’ll also ensure contributions are fed back to the central DesignOps team
  • Lead at the right level of experience design and represent all design disciplines at the leadership table
  • Put brand and member need at the centre of all design, development and delivery
  • Lead the thinking of the design implications and opportunities for people moving between different engagement channels
  • Consider the colleague experience in the delivery of legendary service as an integral part of the experience architecture
  • Work with technical leadership to ensure the technical implications of designed experiences are understood
  • Work with product and business design leadership to ensure a coherent approach to experience design that meets member, colleague and business need (including brand and proposition strategy)
  • While you’ll invariably come from one of the creative disciplines, you’ll have the ability to lead and inspire people across all the design disciplines, enabling experience design to move beyond good to distinctive.

The extras you’ll get

Our people’s success isn’t based on how long they spend at their desk. While you’ll have contracted hours, we want to offer a flexible environment where possible. That might be working from home, logging on from other offices across the UK, or working part-time or compressed hours.

We’ve let you know about the flexibility available for this role at the start of the advert. This means you can quickly decide if it suits how you’d like to work.

There are all sorts of employee benefits available at Nationwide, including:

  • A personal pension – if you put in 7% of your salary, we’ll top up by a further 16%
  • Up to 2 days of paid volunteering a year
    25 days’ holiday plus bank holidays (with the ability to buy up to 10 ‘extra’)
  • Access to an annual performance related bonus scheme
  • Life assurance worth 8x your salary
  • A great selection of additional benefits through our salary sacrifice scheme
  • Access to an annual performance-related bonus
  • Car allowance worth £4,656
  • Access to training to help you progress and develop your technical skills and care