At a Glance
- Tasks: Conduct independent assessments of customer outcomes and interactions for Virgin Money and Clydesdale Mortgage customers.
- Company: Nationwide is a leading building society focused on delivering good customer experiences.
- Benefits: Offers hybrid working arrangements and prioritises redeployment for impacted employees.
- Other info: This is a 12-month secondment opportunity with regular collaboration events.
- Why this job: Join a key team ensuring compliance and enhancing customer outcomes in the mortgage sector.
- Qualifications: Experience in quality assurance and understanding of Consumer Duty requirements are essential.
The predicted salary is between 27500 - 27500 £ per year.
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 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.
From 1 July 2026, the minimum salary for this role will be £27,500.
Quality Assurance Analyst in Swindon employer: Nationwide
Nationwide offers a hybrid working model, allowing flexibility between home and office. The company prioritises employee redeployment and values collaborative problem-solving across its UK-wide estate. Join a mission-driven team dedicated to improving customer experiences in the mortgage sector.
