Learning & Development Consultant

Mortgage Operations brings together Mortgage Administration and Telephony activity for Nationwide. In this role, you’ll help our colleagues build the confidence, knowledge and capability they need to deliver brilliant service for our members across our Home and Landlord mortgage teams.

We’re looking for someone who enjoys working with others, taking ownership and creating learning that makes a real difference. You’ll deliver process training to large groups, both face to face and virtually, supporting engaging learning journeys across Mortgage Operations.

The role includes regular travel to Nationwide Administration sites, giving you the opportunity to connect with colleagues, support onboarding and bring learning to life in a face-to-face environment. 

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 located at our nearest regional office or hub. There will be a need to regularly connect with colleagues for collaboration and in some locations you’ll be expected to spend at least two days a week, or if part time you'll spend 40% of your working time, in the office. 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.

What you’ll be doing

You’ll design and deliver learning solutions that support business priorities, colleague development and outstanding customer outcomes. By identifying learning needs and creating engaging, accessible content, you’ll help colleagues build confidence and perform at their best. Working closely with teams, departments and subject matter experts, you’ll ensure learning is practical, relevant and aligned to operational requirements. You’ll also support colleague induction and process training, delivering both face-to-face and virtual learning through Microsoft Teams.

A key part of the role will involve supporting cross-skilling initiatives across Mortgage Operations, helping to build a flexible and capable workforce. You’ll plan and manage training projects from concept to delivery, balancing multiple priorities while identifying opportunities to improve processes, performance and colleague competence. Managing your own portfolio and schedule, you’ll ensure all learning materials are accurate, engaging and aligned with brand and best practice standards.

Alongside developing and delivering learning, you’ll play an active role in coaching and developing colleagues through constructive feedback, peer reviews and the sharing of best practice. You’ll evaluate the effectiveness of training solutions using recognised evaluation approaches, including Kirkpatrick methodologies, to measure impact and identify opportunities for continuous improvement. Through your work, you’ll help ensure learning interventions deliver meaningful results for both colleagues and the business.

About you

The minimum requirements for this role are:

• Confident presentation, evaluation and facilitation skills, with the ability to make learning engaging and accessible
• The ability to build trusted relationships, influence positively and work collaboratively across teams and business areas whilst also helping colleagues learn and grow
• Experience coaching colleagues, driving improvement and articulating impact as well as improving performance through effective support
• Proven attention to detail, organisation, planning and time management, using tools such as Kanban boards (Microsoft Planner)
• Confident in Microsoft Office, particularly PowerPoint, Teams, Word and Excel, alongside experience using Nationwide support tools such as GROW and Haynes
• Confident communicator with the credibility to engage at all levels (both verbally and in writing)

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

• 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 Chris Brayshaw, and the main recruitment contact is Jemma Ives.