This role sits within the Mortgages Customer Outcome Testing (COT) team, which acts as a key first‑line control to ensure that Nationwide remains compliant while consistently delivering good outcomes and experience for our customers.
The team conducts independent assessments across Group Mortgage Operations, focusing on the quality of interactions, processing, and overall customer outcomes in line with our Quality Frameworks (Customer Outcomes Testing Standard).
You will carry out outcome tests using your, experience and expertise to determine the customer outcome of Virgin Money and Clydesdale Mortgage customers, grading cases as having delivered a ‘good’ or ‘poor’ customer outcome according to Nationwide’s grading definitions, and whether the customer’s experience met with our ‘CX Standards’.
Core to the role is your ability to provide objective, high-quality evaluations of customer outcomes and customer interactions, ensuring these outcomes align with Consumer Duty requirements, relevant legislation, regulatory standards, and our internal COT Standard.
You will support continuous improvement by identifying opportunities to enhance processes or behaviours, while also adapting to change and evolving our testing approach to meet the needs of the business and our customers.
This is a 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 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. 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.
More rewarding. From 1 July 2026, the minimum salary for this role will be £27,500.
Responsibilities
What you’ll be doing
In this role, you will review and assess customer journeys to determine the quality and fairness of outcomes delivered, evaluating customer interactions, documentation, and system records to form evidence‑based judgements. You will identify risks, trends, and areas for improvement, providing clear feedback and actionable insights to support improved customer outcomes. Additionally, you will ensure all assessments align with Consumer Duty expectations, regulatory requirements, and internal COT standards, while adapting testing approaches and methodologies as business needs, customer behaviours, or regulatory expectations evolve.
About you
The minimum requirements for the role are:
- Extensive and current working knowledge of Virgin Money or Clydesdale mortgage products, mortgage processes both telephony and administration.
- Excellent investigative and analytical skills, with the ability to evaluate complex information, establish facts, and apply sound judgement to reach evidence‑based conclusions.
- Experience in ensuring accurate issue identification and contributing to high‑quality assurance and continuous improvement – This will require strong attention to detail.
- Have the confidence to challenge, influence, and provide clear, balanced feedback (both verbally and in writing).
- Effective time‑management and organisational abilities, with a drive to meet required volumes and standards.
- A strong customer‑centric approach, with a clear understanding of how good customer outcomes align with regulatory expectations and emerging industry risks.
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 Viki Swan, and the main recruitment contact is Jemma Ives.
Contact Details:
Nationwide Building Society Recruitment Team
