Performance & Development Manager in Glasgow

We’re the Business Banking Learning & Engagement team — a passionate, people‑centred group on a mission to elevate colleague capability and create “simply brilliant” customer experiences. We shape how Business colleagues learn, grow, and feel connected to our purpose, designing practical, engaging solutions that make a real difference where it matters most — in day‑to‑day customer interactions. Collaborative, curious and always pushing for better, we work closely with frontline teams to build confidence, capability and pride in the service they deliver every day. If you thrive in an environment where ideas are encouraged, impact is visible, and development is championed, you’ll feel right at home with us. We are happy to consider flexible working approaches to help you perform at your best.

We have three vacancies in the team: 2 x permanent roles, and 1 x 12-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 located at our Glasgow hub. There will be a need to regularly connect with colleagues for collaboration events, this is anticipated to be weekly in Glasgow.

If your application is successful, your hiring manager will provide further details on how this works. You can also find out more about our approach to hybrid working here. Virgin Money is now part of Nationwide. Nationwide acquired Virgin Money in October 2024. Virgin Money continues to serve customers on the high street, and there will be a phased and considered integration over the coming years. You’ll be employed by Nationwide from day one, delivering real impact and benefitting from a highly competitive range of benefits. We’re a workplace where you’re rewarded, recognised and celebrated. 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.

Responsibilities

As a Performance & Development Manager, you’ll deliver consistently high‑quality learning experiences that build colleague capability at scale and directly uplift customer experience across Business Direct, Contact Centre and Business Operations. You’ll conduct learning needs analysis to identify the root causes of performance gaps and shape solutions that support both immediate performance and sustained business growth. By designing, delivering and evaluating learning interventions that strengthen capability today, you’ll be preparing colleagues and leaders for future demands, aligned to our “Simply Brilliant” ambition. You’ll need to ensure all learning activity aligns with Purpose, Strategic Drivers and regulatory requirements, enabling sustainable growth and consistently strong customer outcomes. Using insight, data and feedback, you’ll identify emerging capability gaps early and translate them into targeted, high‑impact learning and engagement solutions. You’ll support recruitment and onboarding activities to ensure smooth, engaging inductions and rapid time to competence as the business continues to grow and evolve. By working collaboratively across Business Banking, you’ll create innovative, scalable learning solutions that enhance both colleague experience and customer outcomes as the organisation grows.

About you

As a minimum requirement, you’ll have the following:

• Strong communication and organisational skills, able to manage competing priorities, can stay focused under pressure, and deliver quality at pace
• Experience in operational or customer-facing environments, where things change quickly and good judgement really matters
• Confident stakeholder management, building trust, influencing effectively, and holding your own in busy, sometimes ambiguous situations
• A high tolerance for stretch, able to learn fast, step into the unknown, and figure things out in real time
• Rapid learning agility, picking up new skills quickly, asking great questions, and applying what you learn straight away
• A strong growth mindset, taking ownership of your development and staying curious, resilient, and open‑minded even when it’s challenging
• The ability to travel to Glasgow and other offices to deliver in person training

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 Shannon Curley, and the main recruitment contact is Amy Bright.