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 at 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.