Performance & Development Manager in Glasgow

We’re the Nationwide Business Learning & Development 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. 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 spend at least two days per week, or if part time you'll spend 40% of your working time, based at either our Northampton or Glasgow office. If you’re based at our Glasgow office, this will apply from 1 April 2027 and ahead of that there will be a need to regularly connect with colleagues for collaboration events. 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. If we receive a high volume of relevant applications, we may close the advert earlier than the advertised date, so please apply as soon as you can.

Responsibilities

What you’ll be doing:

• Delivering consistently high-quality learning experiences that build colleague capability at scale and enhance customer outcomes across Business Direct, Contact Centre and Business Operations, this role is focused on identifying and addressing performance needs through effective learning solutions.
• By conducting thorough learning needs analysis, it uncovers the root causes of capability gaps and develops interventions that support both immediate performance improvement and long-term business growth.
• The role involves designing, delivering and evaluating impactful learning programmes that equip colleagues and leaders for future demands while supporting Nationwide’s “Simply Brilliant” ambition.
• Using data, insight and feedback to proactively identify emerging capability requirements, it translates findings into targeted, high-impact learning and engagement solutions.
• All learning activity is aligned with Nationwide’s Purpose, Strategic Drivers and regulatory requirements to ensure sustainable growth and consistently strong customer outcomes.
• Working collaboratively across Nationwide Business, the role also drives the development of innovative, scalable learning solutions that enhance both the colleague and customer experience as the organisation continues to grow.

About you

As a minimum requirement, you will have:

• Designing and Delivering learning solutions helping people feel supported, capable, and ready to perform in high‑change, high‑pressure environments.
• Strong communication and organisational skills, able to manage competing priorities, 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.
• Rapid learning agility and a growth mindset picking up new skills quickly, asking great questions, and applying what you learn straight away.
• Exposure to Business Banking, with an understanding of how learning can shift key performance and customer outcomes.

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:

• 25 days holiday, pro rata
• 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. Keeping your data and personal information confidential is important to us. To find out more about how we use and process your data, please read our Privacy policy.

If you want to find out more about using AI in our recruitment process, please read more here.

Disability Confident: We’re not just guided by data, we’re driven by the real experiences of our people. We’re a Disability Confident Level 3 Leader, the highest level. That’s why we’re constantly evolving our policies and practices to make sure everyone feels genuinely supported, valued, and empowered to champion inclusion. Whatever your needs, we’re here to support you. If you need any additional support throughout your application journey, email our team at Recruitment Support.

Apply safely with Nationwide. Recruitment scams can look convincing, so take a moment to check the role is listed on our official careers site and read our guidance on Don’t be conned by a job scam.