> Markdown version of [/jobs/ext/4597363-change-specialist](https://www.wearedevelopers.com/jobs/ext/4597363-change-specialist). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Change Specialist - **Company:** Nationwide - **Location:** Swindon, UK (Remote available) - **Salary:** £44,254.0 - **Contract:** Temporary contract - **Skills:** Microsoft Word, Microsoft Excel, Customer Data Management, Microsoft Office, Microsoft PowerPoint - **Published:** November 6, 2026 - **Apply:** https://www.adzuna.co.uk/jobs/details/5955436281 ## About the Role Working across operational teams and business functions, you'll influence decisions, overcome barriers and drive improvements to systems, processes and procedures that make a real difference for our customers and colleagues. We're looking for an experienced and proactive change professional who enjoys solving complex problems, communicates with clarity and confidence, and takes pride in delivering high-quality outcomes with strong ownership and accountability from concept through to successful embedding., We're looking for someone who can demonstrate a strong track record of leading operational change and delivering measurable improvements for customers, colleagues and the business. If you enjoy solving complex problems, making evidence-based decisions and working with others to achieve positive outcomes, we'd love to hear from you. As a minimum, you'll bring: * Proven experience delivering operational change from assessment through to implementation and embedding within customer service, operations or customer experience environments, with evidence of measurable outcomes * Strong analytical and decision-making skills, with experience assessing customer impacts, regulatory requirements, risks and commercial considerations to support prioritisation and planning * Experience managing multiple change initiatives, including dependency management, capacity planning, risk management and delivery tracking * Strong stakeholder engagement and influencing skills, with the ability to build relationships, challenge constructively and support effective decision-making across a range of audiences * Excellent written and verbal communication skills, including producing business recommendations, presentations, training materials and colleague communications tailored to different audiences * Proficiency in Microsoft Office applications, including Excel, PowerPoint and Word, with experience using data and reporting to inform decisions and measure outcomes * Desirable: experience developing, implementing and embedding change management frameworks, governance processes, controls, guidance and supporting documentation to enable consistent and effective change delivery 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. ## Description Join our Operations Change Management team as a Change Specialist within Unsecured Lending's Customer Strategy and Operations function. This is an opportunity to take ownership of meaningful operational change from initial assessment and prioritisation through to implementation and benefits review. You'll play a key role in shaping what changes are delivered, when and why, using insight, evidence and sound judgement to balance customer outcomes, regulatory requirements and commercial impact., What you'll be doing You'll take ownership of operational change from assessment through to successful delivery and embedding, using data, insight and sound judgement to shape recommendations that balance customer outcomes, regulatory requirements and business priorities. Working closely with business, risk and compliance teams, you'll evaluate impacts, challenge assumptions, identify dependencies and help ensure the right changes are delivered at the right time for the greatest benefit. Using a transparent, evidence-based approach, you'll manage and prioritise a pipeline of change, clearly articulating trade-offs, influencing decisions and navigating competing demands. You'll lead implementation activities from planning and stakeholder engagement through to testing, training and launch readiness, ensuring risks are effectively managed and colleagues are equipped to support change successfully. Beyond delivery, you'll measure outcomes, track benefits and drive continuous improvement to ensure lasting results for customers and the business. You'll maintain visibility of upcoming change, provide clear communication on priorities and progress, and build confidence across stakeholders by setting expectations, resolving challenges and keeping change moving forward., 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.