The Enterprise Outcome Testing (EOT) team supports NBS in assessing and evidencing the actual outcomes that our customers experience when they engage with us. We’re the ones who identify the good and not so good outcomes and provide product and service owners with valuable insights to support NBS in ensuring we act to deliver good customer outcomes and avoid causing foreseeable harm to our customers.
The Controls assessor is critical in assessing customer journeys to determine where good outcomes are being achieved, as well as indicating where focus and attention may be required. The output of our testing results plays a key part in demonstrating how NBS delivers on Consumer Duty. You’ll work with the Enterprise Outcome Testing Team as well as other colleagues right across NBS to: offer expertise; share best practice; drive continuous improvement; provide assurance we’re delivering good outcomes; and more.
We are happy to consider flexible working approaches to help you perform at your best.
This is a 15 month secondment opportunity.
At Nationwide, we offer hybrid working wherever possible. More rewarding relationships are supported through our hybrid approach, bringing colleagues together across our UK-wide estate, whilst also supporting generous access to home working. We value our time in the office to solve problems, to learn, and to feel connected.
For this job, you'll be assigned to our nearest regional hub. There will be a need to regularly connect with colleagues for collaboration events in one of our office sites. This is anticipated to be monthly in Gosforth, Leeds or Glasgow. If your application is successful, your hiring manager will provide further details on how this works.
Nationwide is committed to the redeployment of our employees impacted by change, as such applications for redeployment candidates will be prioritised in this recruitment process.
If you’re a colleague on long-term absence (for example, on parental leave) or a temporary worker, please use your personal email address to submit an application.
Responsibilities
What you’ll be doing
A typical day involves reviewing customer journeys to understand the outcome the customer actually received and whether it meets expected standards. You identify both positive and negative outcomes, including anything that could cause harm, and provide clear, timely feedback explaining how you reached your conclusions.
You carefully track any follow-up actions or rework until they are completed, making sure nothing is missed. Alongside this, you analyse patterns and trends in performance and share clear updates that help others understand what is going well and what needs to improve. You work closely with colleagues and regularly check for consistency to make sure everyone is assessing outcomes in the same accurate way.
About you
- Excellent understanding of Retail servicing (both customer facing and back office) for current accounts, savings accounts and credit cards.
- The ability to manage your workload and plan.
- Exceptional customer service and experience
- Experience with monitoring and analytical skills
- Ability to operate and adapt within a rapidly changing environment.
- Excellent communication skills both verbal and written to justify and articulate rationale for customer outcome ratings.
Our customer first behaviours put customers and members at the heart of how we work together. They are the set of behaviours that every colleague needs to display, in every role:
- Feel what customers feel - We step into our customers’ shoes, using their feedback and insights to empathise with them and to understand their needs, so that every decision we make starts and finishes with our customers in mind
- Say it straight - We are brave in speaking out and saying what we think – we’re honest and direct with good intent, openly sharing diverse perspectives to reach the best conclusions and using language everyone can understand
- Push for better - We don’t settle for mediocrity, we challenge the status quo, taking responsibility for continuous improvement and personal development
- Get it done - We prioritise what will have the greatest impact, we are decisive, and we take accountability for delivering brilliant customer outcomes
You can strengthen your application by showing how our customer first behaviours resonate with you, and where you may have already demonstrated these.
Qualifications
The extras you’ll get
There are all sorts of employee benefits available at Nationwide, including:
- 25 days holiday, pro rata
- Access to private medical insurance
- A highly competitive pension to help you build a strong foundation for retirement
- Access to an annual performance-related bonus
- Training and development to help you progress your career
- A great selection of additional benefits through our salary sacrifice scheme
- Life assurance to provide peace of mind for you and your loved ones in the event of your death
- Wellhub – access to a range of free and paid options for health and wellness
- Up to 2 days of paid volunteering a year
Banking – but fairer, more rewarding, and for the good of society
We forge our own path at Nationwide.
As a mutual, we’re owned by our members - those customers who bank, save or have a mortgage with us. We challenge the financial sector status quo. We don’t see customers as the engine of our own profit. We share our profits with them and put their needs first. Always there when they need us. Supporting them and their lives.
If you’re inspired by fairer finances, passionate about making a meaningful impact, and truly care about our customers, you’re one of us.
At Nationwide, you are challenged to grow and rewarded for doing so. Valued. Recognised. Inspired to be your best. As a community, we want our working lives to count. As a team, we celebrate what we achieve. As a standard-setter, we work for the good of customers, communities, and broader society.
We are purpose-driven. Uncompromisingly customer. Unstoppably Nationwide.
What to do next
If this role is for you, please click the ‘Apply Now’ button. You’ll need to attach your up-to-date CV and answer a few quick questions for us.
We respond to everyone, so we will be in contact shortly after the closing date to let you know the outcome of your application.
The hiring manager for this role is Jill Liddell, and the main recruitment contact is Nathan Richens.
Contact Details:
Nationwide Building Society Recruitment Team
