Gary Matthews
About Gary Matthews
Gary Matthews serves as the Member Contact & Services Director at Nationwide Building Society, where he has worked since 2020. He has held various roles within the organization since 1999, contributing to significant transitions in customer service and digital strategy.
Work at Nationwide Building Society
Gary Matthews has held multiple positions at Nationwide Building Society, starting as a Senior Financial Consultant from 1999 to 2005. He progressed to various roles including Retail & Operations Training Consultant, Senior Retail Change Manager, and Head of Employee Development. From 2013 to 2017, he served as Head of Direct Distribution, followed by a year as Nationwide Now Director (Video/Telephony) until 2018. He was Regional Director of the Branch Network from 2018 to 2020 and has been the Member Contact & Services Director since 2020.
Education and Expertise
Gary Matthews studied at The Forest, where he achieved A Levels in History, Physical Education, and Business Studies from 1987 to 1994. He furthered his education at Loughborough University, earning a 2.1 degree in Recreation Management from 1994 to 1997. His expertise includes customer service management, digital transformation, and employee development within the financial services sector.
Background
Gary Matthews has a long-standing career at Nationwide Building Society, spanning over two decades. His roles have included significant responsibilities in managing customer interactions and driving digital migration strategies. He has also played a crucial role in the Future of Work strategy, facilitating remote work for a large portion of the workforce.
Achievements
Gary Matthews led the transition of Nationwide Building Society's infrastructure from Cisco to Amazon Connect, ensuring continuity in customer service. He developed a Chat/Messaging strategy that integrated automation with voice and messaging capabilities. Additionally, he serves as the Lead Incident Coordinator for Serious Incident Management, providing recommendations to the Board during critical incidents.