Description In this role, you will lead a team of assessors in undertaking outcome testing across the collections and recoveries journey that our customers go through. You will be providing critical insights into outcomes delivered to our customers, helping to ensure our services are aligned with consumer duty requirements, relevant legislation, regulatory expectations and internal customer outcome testing standards and methodology. The role sits within the Customer Outcomes Testing Team. The Customer Outcomes Testing Team operates as a management control and a key indicator to detect customer harm, providing first-line of defence assurance on the delivery of good customer outcomes and experiences across the collections and recoveries journey. The team is responsible for assessing member outcomes across Retail and other areas, including Collections and Recoveries, Protect, Servicing, Complaints and Specialist Customer Support. 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 spend at least two days per week, or if part-time, you'll spend 40% of your working time, based at either our Swindon, Northampton or Bournemouth office. 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. 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 You’ll be leading a team of skilled outcomes testing assessors, effectively managing capacity to consistently achieve monthly testing targets. Further to this, you will be helping to define priorities and follow governance to support testing plans whilst providing concise insights and commentary to the business, through testing, providing assurance to the material risk taker on outcomes delivered across a range of customer journeys to help drive improved customer outcomes. You will also regularly review individual assessor performance, development plans, and adherence to the Training and Competence framework and regulatory and internal standards whilst providing timely, constructive feedback and coaching to support continuous improvement and address any gaps in competence. Additionally, you’ll be responsible for tracking key metrics, such as case assessments, documentation accuracy, and compliance with procedures, as well as encouraging ongoing learning and professional development to maintain high standards and readiness for future roles. About you For this role, you will have: Experience in People Management with specialist expertise in Collections & Recoveries and/or outcomes testing Strong investigative skills and be able to manage case reviews to ensure that evidence-based, risk-aware decisions are made to support good customer outcomes and regulatory compliance Experience driving continuous improvement through accurate identification of control gaps, inconsistencies, and emerging risks in tested outcomes An ability to work on multiple pieces of work at the same time through strong planning and prioritisation skills, communication and self-motivation to deliver quality and timely outputs Confidence to challenge constructively and engage stakeholders across all levels to embed a culture of learning and proactive risk management within the team 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 Mhairi Hammond, and the main recruitment contact is Charlotte Hall.