Senior Manager AI & Automation

Licensed sponsor United Kingdom Posted 1 day ago

We are seeking a Senior Manager, AI & Automation to establish a new, operations-led capability within Business Banking’s Operational Excellence team. This is an opportunity to build a capability that does not exist today, enabling operational colleagues to develop and use AI and automation solutions through a controlled citizen development approach.

You will set the strategy and roadmap, using Model Office to turn customer needs, colleague insight and operational challenges into practical opportunities to simplify journeys, reduce manual effort and create capacity for more personalised service.

Working with Technology, Data, Risk, shared services and specialist partners, you will build the foundations for sustainable delivery: clear ownership, effective controls and the skills and support colleagues need to adopt new ways of working.

Partnering with senior leaders across Business Direct & Customer Support (BD & CS) and the wider Business Bank, you will secure agreement on priorities, investment and delivery commitments, establishing AI and automation as part of everyday operations rather than a series of standalone initiatives.

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 be located at our nearest regional office or hub. There will be a need to regularly connect with colleagues for collaboration and in some locations you’ll be expected to spend at least two days a week, or if part time you'll spend 40% of your working time, in the office. If your application is successful, your hiring manager will provide further details on how this works.

This is a 12-month secondment opportunity.

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.

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

You will own the operations-led AI & Automation strategy and prioritised delivery roadmap. Assessing opportunities against customer value, feasibility, cost and risk, you will sponsor business cases and recommend investment and sequencing. You will lead the portfolio from opportunity assessment through implementation, managing dependencies and holding delivery partners to account.

You will establish a sustainable citizen development capability, enabling operational teams to simplify and reimagine their own processes within agreed technology and control standards. Working with specialist partners, you will define how opportunities are assessed, solutions are developed and supported, and colleagues gain the skills and confidence to use the capability effectively.

You will embed responsible AI and automation practices with Risk, Compliance, Information Security, Data and Technology specialists. This includes governance, data protection, solution accuracy, testing and appropriate human oversight, with clear monitoring, escalation and contingency arrangements before solutions are scaled.

You will be accountable for adoption and benefits realisation, working with operational leaders to embed solutions into day-to-day activity. You will establish baselines and measure customer experience, service quality, capacity released, efficiency and control effectiveness, distinguishing forecast benefits from realised outcomes. Performance data and customer and colleague feedback will inform improvements and clear reporting on progress, risks and decisions required.

About you

To be considered, you’ll need to demonstrate the following essential experience and skills:

Experience of developing AI, automation or technology-enabled capabilities including the delivery approach, ownership and colleague skills needed to sustain it
Experience of delivering change in a regulated environment, with a sound understanding of responsible AI, data protection, operational risk and controls, and the ability to embed governance, testing and human oversight with specialist support
A track record of leading cross-functional change from opportunity assessment and business case through implementation, colleague adoption and measurable benefits, managing dependencies and competing priorities
Practical understanding of generative AI, conversational solutions and workflow automation: where they add value, their limitations and how to translate operational needs into clear requirements for technical teams
Analytical and commercial judgement, using operational data and customer and colleague insight to prioritise a delivery roadmap, assess investment, establish success measures and evidence sustainable outcomes
Leadership, influencing and communication skills, demonstrated through securing senior stakeholder agreement, aligning operational teams and specialist partners, and holding delivery partners to account

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 Alan Little, and the main recruitment contact is Kirsty Packer.

Please note that should you be successful in securing this role, the job title on our internal systems will be Senior Change Portfolio Lead.