November 01, 2011 03:30 ET

Nationwide's Transformation Programme Enters Exciting New Phase for Customers

- Five Year GBP 1bn Investment Achieves Ground Breaking Customer Service Enhancements

- New Operations and Transformation Executive Team Appointed to Take Programme to the Next Stage

LONDON, UNITED KINGDOM--(Marketwire - Nov. 1, 2011) - As part of its five year £1bn investment in transformation, which commenced in 2008, Nationwide Building Society has achieved a series of ground breaking customer service enhancements. Today, it announces its plans to take the programme through its remaining milestones with key personnel appointments to its Operational Leadership Executive.

The transformation programme has already successfully delivered, a new and improved internet bank, a superior broker mortgage processing service which has significantly reduced the amount of time customers spend getting a mortgage offer, revamped the ISA application process which now has a track and trace facility to give customers peace of mind, delivered a state of the art Data Centre to improve security and service standards and driven through the operational integration of Cheshire, Derbyshire and Dunfermline Building Societies. Nationwide's product proposition for its members has also been enhanced by introducing new debit and credit cards, refreshing its current account proposition, delivering new personalised pricing across personal loans and completely transforming its investment and general insurance offering.

The next stage in the journey includes the replacement of the group's payments systems, implementation of a new core banking platform, introduction of mobile banking and the rolling out of the new mortgage platforms across Retail Branches and Customer Contact Centres.

Tony Prestedge, Executive Director and Chief Operating Officer, said: "Our transformation programme is delivering, and milestones are being reached. With service an inherent and fundamental part of our DNA, these developments (including those already completed and those planned) are set to transform our entire operation. We are on course to achieve a fundamental transformation of our services, products and technologies for the benefit of our members and our future. It is critical as part of this transformation we also have the right talent and organisational structure to drive through the programme and deliver the benefits of the investments made."

As a result of the transformation programme the Society has created a new operational leadership team, encompassing operational strategy, business transformation, enterprise development, group services, customer operations and risk management. Today Nationwide is pleased to confirm the senior team appointments to this team who will take Nationwide through its next period of delivery.

Daryl Wilkinson will continue to lead Operational Strategy and Architecture. Daryl joined Nationwide from Northern Rock, where he was Managing Director, Operational strategy in March this year. Previously, Daryl worked for RBS, Accenture and IBM.

Martin Boyle has been appointed Divisional Director of Business Transformation and will be accountable for enterprise wide transformation delivery and programme management. Martin previously led the team accountable for the Group's new Internet Bank and Mortgage transformation. Martin joined Nationwide upon the merger with Portman Building Society and has previously held change leadership and consulting roles within both Visa and Accenture.

The new enterprise development division will be responsible for application development and support across both new and legacy platforms. This includes the creation of application development centres, application support and strategic sourcing.

Simon Hamilton will join as Divisional Director, of the new Enterprise Development division. Simon was previously Group IT Strategy, Change and Operations Director of LV = Liverpool Victoria, having previously been a Partner with Accenture.

Debra Bailey will also be joining Nationwide early in 2012 to lead Group services, accountable for Technology infrastructure and operations together with Business services, including property, facilities, ATM and cash services. Debra was previously a member of the Global Banking and Financial Markets leadership team at BT having spent four years as Managing Director Strategy and Transformation and Executive Committee member for the Operate division. She joined BT in 2006 and prior to this she was Programme Director for Barclays Group and a member of the leadership team for Operational Transformation. Debra has also previously held a number of senior roles within Technology and Operations across both Barclays and Woolwich plc.

Terry Kaye will continue in the role he took in June 2010 accountable for customer operations, including all product service operations across banking, savings, and mortgages, including The Mortgage Works. Phil McCabe will also continue in his role accountable for our SAP core bank systems replacement programme and Peter Stafford, previously Technology services Director has been appointed as director of Governance and Risk across the COO Division.

Tony Prestedge said: "We are looking forward to welcoming Simon and Debra to the Society and congratulate Martin on his promotion. This is an exciting time for Nationwide as its transformation programme enters its next phase. We have successfully delivered several major programmes over the last year and the next 18 months will see us work to achieve many more milestones as we continue on the wider transformation of our organisation."

About Nationwide

Nationwide Building Society is the world's largest building society and a top-three provider of mortgages and savings in the UK. It is also a major provider of current accounts, credit cards and personal loans. With around 16 million members, Nationwide has a relationship with around a quarter of the UK population.

Since the credit crunch began in 2007, Nationwide has remained profitable against a very difficult economic environment. In the year 2010/11, Nationwide made a strong underlying profit of £276 million – up 30% from the previous year. Its strong financial performances and prudent business model means that Nationwide is included in Global Finance magazine's Top 50 Safest Banks in the World.

Notes to editor:

The transformation programme is a five year, £1bn investment.

For more information on the wide ranging transformation programme please contact Lindsay McAloon.

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