Consumer Duty Specialist - Group Credit Card, George St

Job Description

Are you ready to play a key role in shaping the future of consumer credit?

We're looking for a Consumer Duty Specialist to join our Unsecured Lending business at an exciting time of growth, as our Credit Cards division advances its strategic vision. This is a high-impact opportunity for a detail-driven professional who can bring deep credit card expertise and confidently navigate a fast-paced, evolving, regulatory landscape.

You'll join a team of experienced risk professionals, responsible for ensuring our credit card products remain compliant, fair, and customer focused throughout their full lifecycle. With your strong background in first line risk and compliance oversight within the UK credit card sector, you'll apply regulation in practice, lead on product governance, and influence senior stakeholders with clarity and confidence, even in complex or challenging environments.

We're seeking someone who can hit the ground running, bringing both technical knowledge and the ability to guide and challenge constructively. If you're passionate about delivering strong customer outcomes, upholding the highest regulatory standards, and driving meaningful impact within a regulated financial services environment, this is the role for you.

This is a 12-month Fixed Term Contract.

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 hub. There will be a need to regularly connect with colleagues for collaboration events in one of our office sites. This is anticipated to beonce a monthinChester.If your application is successful, your hiring manager will provide further details on how this works.

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.

Responsibilities

What you'll be doing

In this role, you'll act as a trusted risk and compliance specialist, ensuring our credit card products operate fully within UK regulatory frameworks, including Consumer Duty, Consumer Credit Sourcebook (CONC), Payment Services Directive 2 (PSD2) and General Data Protection Regulation (GDPR). You'll regularly assess customer usage and behaviour to ensure our unsecured lending products remain accessible and appropriate for their target markets, proactively identifying, investigating, and addressing any emerging issues.

You'll be responsible for delivering detailed product reviews and robust, fair, value assessments for Board approval, with the confidence that your work stands up to regulatory scrutiny. With a mindset that challenges the status quo, you'll continuously push for better outcomes, ensuring customer interests are always front and centre while shaping improvements across products and processes.

Acting as a champion for customers and the Consumer Duty agenda, you'll become a recognised expert and a key point of contact across the business. By understanding and analysing the ongoing performance of the unsecured lending portfolio, you'll provide clear, actionable insight to support product managers in refining strategies, strengthening propositions, and driving sustained customer value.

About you

As a minimum, you'll bring:

• Extensive experience in first line risk and compliance oversight within the UK credit card sector, with a proven ability to operate effectively in fast-paced, regulated environments and quickly identify and address emerging risks
• In-depth knowledge of key FCA regulations, including Consumer Duty, CONC, PSD2, GDPR and Anti-Money Laundering (AML), with the confidence to interpret requirements and translate them into practical, customer-focused actions that stand up to regulatory scrutiny
• Strong experience in product governance and oversight within credit cards, with a clear understanding of how to manage products across their full lifecycle while ensuring they deliver fair value and meet both customer and regulatory expectations
• Excellent stakeholder management skills, enabling you to build credibility, challenge constructively, and influence senior leaders across the business, even where priorities may conflict
• A highly analytical mindset, with the ability to assess risk impacts, interpret data and trends, and design and implement effective, proportionate controls that drive better outcomes
• Detailed and up-to-date knowledge of UK financial markets, ensuring your decisions and recommendations are informed, relevant and aligned to the broader regulatory and commercial landscape

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.

Qualifications

The extras you'll get

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

• 25 days holiday, pro rata
• Access to 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.

Please note that should you be successful in securing this role, the job title on our internal systems will be Consumer Duty Specialist.