# Operations Excellence Coach at Nationwide

Nationwide is hiring an Operations Excellence Coach in Leeds, United Kingdom. Level rates it Little AI ●○○○; you can [apply on Nationwide](https://jobsbylevel.com/go/81981018-f85b-46bc-bd05-8215f32e6112?utm_medium=ai-agent).

AI Level 1, AI centrality 0 out of 100. Remote (Leeds, United Kingdom).

## Details

- Company: [Nationwide](https://jobsbylevel.com/companies/nationwide)
- AI level: AI Level 1 (score 0 out of 100)
- Location: Remote (Leeds, United Kingdom)
- Posted: November 9, 2026
- Apply: https://jobsbylevel.com/go/81981018-f85b-46bc-bd05-8215f32e6112?utm_medium=ai-agent
- Free CV review for this job: https://jobsbylevel.com/cv-review?job=operations-excellence-coach-at-nationwide-b5a566

## Prepare for this job

The job page lists 4 likely interview questions for this offer, with a CV checklist: https://jobsbylevel.com/jobs/operations-excellence-coach-at-nationwide-b5a566

## Description

As an Operational Coach supporting our Business Operation teams, you’ll play a key role in developing capability, improving consistency and strengthening customer relationships. You’ll work closely with leaders and colleagues to deliver coaching that enhances both customer and commercial outcomes. Using insight and performance data, you’ll drive meaningful improvements in how we support our business customers . This role sits within Business Banking, supporting our Business Operation teams to deliver consistently strong outcomes for our customers. As part of our Operational Excellence function, you’ll focus on building capability, improving performance and embedding a shared standard of excellence. You’ll work closely with support function colleagues, observing how customer journeys are managed and providing targeted coaching to strengthen performance, quality and consistency. You’ll play a key role in helping to create a culture of continuous improvement, enabling teams to build the right habits, improve how they manage relationships and deliver better outcomes for both our customers and the business. 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 role, you'll be based at your nearest regional office or hub. We value time spent together to connect with colleagues for collaboration so there will be a regular requirement to attend our Glasgow site once a week or our Leeds hub once a month . If you are based at an office location, you'll be expected to meet our hybrid working requirement of at least two days a week, or 40% of your working time if part-time, in the office. If you’re based at our Glasgow office, this will apply from 1 April 2027 and ahead of that there will be a need to regularly connect with colleagues for collaboration events. 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. What you’ll be doing You’ll observe and support Business Support colleagues in their day-to-day roles, coaching them to enhance customer focused conversations, manage complex interactions and deliver strong outcomes. You’ll use performance data, feedback and quality insight to identify opportunities and translate these into practical coaching and development plans. You’ll also work with leaders to embed consistent leadership routines that drive accountability and behavioural change focusing on improving performance. A key priority will be challenging existing ways of working, embedding a continuous improvement mindset and ensuring The Standard is clearly understood and consistently applied, supporting improved customer experience and stronger business outcomes. About you Essential experience: Experience coaching colleagues or teams in a contact centre or customer operations environment Good understanding of customer relationship management and delivering customer outcomes Ability to use insight and performance data to identify improvement opportunities Experience coaching complex customer interactions and decision-making Proven stakeholder engagement and influencing skills Our customer first behaviours put customers and members at the heart

The description is cut here. Read the full offer: https://jobsbylevel.com/jobs/operations-excellence-coach-at-nationwide-b5a566

Source: https://jobsbylevel.com/jobs/operations-excellence-coach-at-nationwide-b5a566

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