Performance & Competency Lead

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.

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, escalate blockers early and contribute ideas that simplify ways of working, reduce rework and strengthen consistency across the learning lifecycle.

About you

The minimum requirements for the role are:

• Experience of managing the full learning lifecycle in a regulated environment, from Learning Needs Analysis and design through to delivery, evaluation, embedding and handover
• Strong facilitation and learning design skills, with experience of creating practical, inclusive blended learning for different audiences and delivery methods
• The ability to manage multiple priorities, learning requests or workstreams, maintaining clear plans and delivering to agreed timescales
• Strong stakeholder management and consultancy skills, with the confidence to ask effective questions, challenge constructively and turn business needs into clear learning recommendations
• A clear and credible communication style, with the ability to build rapport, provide proactive updates and adapt your approach to suit the audience
• Experience using data, learner feedback, quality trends and performance insight to identify needs, evaluate impact and improve learning
• Experience of working accurately within governance and control frameworks, including quality assurance, sign-off, version control and document storage
• A proactive, resilient and solutions-focused approach, with personal accountability for raising risks, resolving problems and getting work completed to a high standard

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.

The extras you’ll get

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

• 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.

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