Caroline Hobbs
About Caroline Hobbs
Caroline Hobbs serves as the Chief Product Owner for the Banking App and Internet Bank at Nationwide Building Society, a position she has held since 2021. With extensive experience in digital banking and customer experience, she has successfully implemented key features and achieved high user ratings for the banking app.
Work at Nationwide Building Society
Caroline Hobbs has held various roles at Nationwide Building Society, currently serving as the Chief Product Owner for the Banking App and Internet Bank since 2021. She previously worked as Head of Design for Nationwide for Business from 2018 to 2021, and as Senior Innovation Manager from 2015 to 2018. Her earlier roles include Senior Manager for Digital Design and Senior Manager for Customer Experience, both contributing to her extensive experience in digital banking and customer journey enhancements.
Previous Experience in Banking
Before her tenure at Nationwide Building Society, Caroline Hobbs worked at Lloyds TSB in several capacities, including Project Manager, Business Manager, and Customer Experience Manager. Her career began as a Management Trainee in Business Banking at Lloyds TSB, where she gained foundational experience in the banking sector. She also served as a Business Consultant at Nine Feet Tall for one year.
Education and Expertise
Caroline Hobbs holds a BSc in Psychology with Sociology from the University of Bath, completed from 1997 to 2001. She also earned a BSc in Financial Services from Alliance Manchester Business School between 2002 and 2004. Additionally, she studied Service Design at the Royal College of Art, completing the Service Design Executive Masterclass in 2019. Her educational background supports her expertise in service design, design thinking, and proposition development.
Achievements in Digital Banking
Caroline Hobbs has successfully led the implementation of significant digital banking features, including the introduction of Chat in the Internet Bank and enhancements to card transactions within the Banking App. Under her leadership, the iOS version of Nationwide's banking app achieved a consistent App Store rating of 4.8 stars. She plays a key role in aligning digital banking services with Nationwide's strategic priorities, ensuring that changes are effectively prioritized within funding and capacity constraints.
Leadership and Team Management
In her current role, Caroline Hobbs leads both direct and matrix teams, employing agile methodologies to deliver change. She ensures that services operate within operational and conduct risk appetites, demonstrating her capability in managing complex projects and teams. Her leadership is focused on delivering strategic outcomes for Nationwide Building Society through effective collaboration and innovation.