Nationwide appoints Carole Layzell to help drive its focus on customer service

11 March 2019

Nationwide Building Society today announces it has appointed Carole Layzell as Channel Service Director. She is expected the join the Society mid-March.

The appointment underlines Nationwide’s commitment to delivering digital convenience with a human touch, as it continues to maintain a strong UK-wide branch network. It’s also a further example of how the Society is driving forward the significant investment1 in its service capability across digital and branch channels.

In the newly created role, Carole will work across Nationwide, ensuring the Society is on the front foot as it adapts to meet the changing needs of its 15 million members. As an organisation that prides itself on great service, ensuring consistency across channels is key and, as Channel Service Director, Carole will be integral to this.

Carole will continue to drive the Society’s already well-regarded service – rated as No. 1 for customer satisfaction amongst Nationwide’s high street peer group2.

Tony Prestedge, Deputy CEO Nationwide, said: “Carole’s appointment comes at an important time for us, as we push ever harder to deliver exceptional customer service for our members. As member needs continue to change and the Society continues to grow, it’s really important that we’re equipped to deliver market-leading customer service to our members today and in the future. Her valuable experience will further support and enhance our service.”

Carole Layzell said: “I’m looking forward to working with Nationwide to continue to build upon its enormous success in what is an increasingly competitive marketplace.”

Carole has 30 years’ experience in the UK Retail Banking industry. She has led teams across face-to-face banking, back office operations and customer experience centres of excellence. She joins Nationwide from Barclays, where most recently she was Customer Experience Director within UK Banking. Previously Carole led the rollout of Barclays’ successful Digital Eagles programme. Prior to that she was Area Director for East London, a role which encompassed leadership of retail, wealth management and small business banking distribution.

Notes to Editors

Image available on request.

1 In September 2018 the Society announced it would invest an additional £1.3bn in technology over the next five years, totalling to £4.1bn. As part of this investment, Nationwide also made a commitment to maintain its branch network, investing £350m over the same period.

2 © Ipsos MORI 2019, Financial Research Survey (FRS), 12 months ending 31 December 2018 and 12 months ending 31 March 2018, c.60,000 adults interviewed per annum, proportion of extremely/very satisfied customers minus proportion of extremely/very/fairly dissatisfied customers summed across current account, mortgage and savings. High street peer group defined as providers with main current account market share >4% (Barclays, Halifax, HSBC, Lloyds Bank, NatWest, Santander and TSB).

About Nationwide

Nationwide is the world's largest building society as well as one of the largest savings providers and a top-three provider of mortgages in the UK. It is also a major provider of current accounts, credit cards, ISAs and personal loans. Nationwide has around 15 million customers.

Customers can manage their finances in a branch, via the mobile app, on the telephone, internet and post. The Society has around 18,000 employees. Nationwide's head office is in Swindon with administration centres based in Northampton, Bournemouth and Dunfermline. The Society also has a number of call centres across the UK.

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