Performance & Competency Lead

Nationwide Group; Northampton, Lower Blandford St Mary, Newton Hill; Hybrid; GBP 50,000 - 70,000; Full time

Benefits offered by this job

Private medical insurance

Annual bonus

Pension

Life assurance

Wellbeing resources

Volunteer days

Job summary

Nationwide Group is seeking a Performance & Competency Lead to join the Learning & Development team supporting Customer Resolutions Operations. This role is hands-on, focusing on practical learning that helps colleagues build capability and deliver consistently brilliant customer outcomes.

You’ll own the full learning cycle, consult with stakeholders to identify performance needs, and design, deliver, evaluate and embed blended learning solutions.

Responsibilities

• Complete high-quality Learning Needs Analysis and agree outcomes with stakeholders
• Use data, learner feedback, quality trends and operational insight to recommend learning responses
• Keep the customer at heart and ensure solutions support good outcomes, including vulnerable customers
• Design, update and deliver engaging blended learning for new starters, upskilling and business change
• Evaluate learning against objectives, refresh materials, and share progress with stakeholders
• Maintain governance: plans, templates, version-control, and handovers
• Manage competing priorities and elevate blockers early

Job description

We’re recruiting for a Performance & Competency Lead to join the Learning & Development team supporting Customer Resolutions Operations. This is a hands-on role for someone who is passionate about creating engaging, practical learning that helps colleagues build capability and deliver consistently brilliant outcomes for customers.

You’ll work across the full learning cycle, consulting with operational stakeholders to understand performance, skills and knowledge needs, then designing, delivering, evaluating and embedding blended learning solutions. You’ll support onboarding, upskilling and change activity across a busy operational environment, balancing planned priorities with emerging learning needs.

Working closely with operational leaders, subject matter experts and Quality colleagues, you’ll use data, insight, learner feedback and quality trends to shape recommendations and continuously improve learning. You’ll create clear, inclusive and effective experiences across a range of methods and platforms, while maintaining strong governance, version control and quality standards.

This is an agile role where you’ll take ownership of multiple learning requests and projects at the same time. You’ll need to plan effectively, communicate progress clearly, identify risks and dependencies early, and adapt your approach to deliver high-quality outcomes at pace. Some travel across our UK locations may be required.

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, Bournemouth, Dunfermline, Sheffield or Wakefield 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.

Uncompromisingly Customer, whatever our role

The extras you’ll get

There are all sorts of employee benefits available at Nationwide, including:

• 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.

The hiring manager for this role is Emma Quinton, and the main recruitment contact is Jemma Ives.

Banking - but fairer, more rewarding, and for the good of society

What you’ll be doing

No two days will be the same. You’ll complete high-quality Learning Needs Analysis, agree clear outcomes with stakeholders and use data, learner feedback, quality trends and operational insight to recommend the right learning response. You’ll keep the customer at the heart of your decisions and make sure solutions support good customer outcomes, including for customers in vulnerable circumstances.

You’ll design, update and deliver engaging blended learning for new starters, upskilling and business change. This could include facilitated sessions, digital learning, practical activities, knowledge checks, manager-led huddles and supporting resources. You’ll adapt your approach for different audiences, create an inclusive learner experience and work with operational leaders to achieve a smooth handover into the business.

You’ll evaluate learning against agreed objectives and measures, using feedback and performance insight to identify improvements and demonstrate impact. You’ll review and refresh materials when processes, controls or customer needs change, collaborate with peers on quality reviews, and share clear updates with stakeholders on progress, outcomes and next steps.

Strong governance is an important part of the role. You’ll maintain accurate plans and records, follow agreed templates, sign-off and version-control requirements, store materials correctly, and complete timely handovers. You’ll manage competing priorities, elevate blockers early and contribute ideas that simplify ways of working, reduce rework and strengthen consistency across the learning lifecycle.

You can strengthen your application by showing how our customer first behaviours resonate with you, and where you may have already demonstrated these.

Job Info

• Job Identification 6204
• Apply Before 11/20/2026, 11:55 PM
• Locations Nationwide House, Swindon, Wiltshire, SN38 1NW, GB Kings Park Road, Northampton, Northamptonshire, NN3 6NW, GB Richmond Hill, Bournemouth, Dorset, BH2 6EP, GB 3 Red Hall Crescent, Wakefield, West Yorkshire, WF1 2DF, GB 38 Carver Street, Sheffield, South Yorkshire, S1 4FS, GB Masterton House, Dunfermline, Fife Region, KY11 8NX, GB