Head of Risk and Assurance – Outcome Testing

1 month ago

Swindon UK, Wiltshire, United Kingdom Nationwide Building Society Part time

Head of Risk and Assurance – Outcome Testing

Fixed Term Contract

Swindon (Hybrid role 2-3 days on site per week)


As Head of Risk and Assurance – Outcome Testing (Quality Assurance), you’ll be responsible for evolving and optimising our approach to outcome testing across our retail products and services to ensure our customers receive fair and consistent outcomes; continually improving our testing and feedback approaches and supporting the Senior Leadership Team in identifying root causes and actions to drive sustainable improvements to customer outcomes.

We’re looking for a talented individual to provide strategic leadership of our outcome testing agenda, working closely with the Risk Director, Senior Leadership Team, as well as partners across the Society’s 3 Lines of Defence and UK Regulators.


A strategic forward thinking outcome testing leader, working within a fast-paced environment, this role would suit someone who can balance a focus on people and development of team members with the delivery of results against a backdrop of ever evolving regulatory and customer expectations. With a proven track record in engaging well with Senior stakeholders, developing teams and enhancing quality assurance/outcome testing processes.


What you’ll be doing

Reporting into the Risk Director within Retail Risk, in this role you will lead and inspire a diverse team of quality assurance colleagues, creating a compelling vision and developing a short- and long-term colleague strategy that uplifts performance and maximises potential. You will also create a sustainable and open culture where people act objectively and maintain independence.

You will be accountable for the design, implementation and management of the business unit outcome testing (quality assurance) frameworks, evolving best practice in line with central guardrails and guidelines. You will play a key role in ensuring our customers receive fair and consistent outcomes across all key customer harm risks.

You will work closely with partners across the lines of defence to develop and embed consistent standards of outcome testing (quality assurance).


You will drive continuous improvement of our testing and feedback approaches to improve efficiency and effectiveness within the team and across the wider business unit. You will also support leadership team members in identifying root causes and actions to drive sustainable improvements to customer outcomes.

You will be accountable for the evolution of our outcome testing approach to an industry leading model, meeting our internal guardrails and external regulatory standards.


About you

As a minimum you will need:

Proven, outstanding leadership skills and experience with the ability to gain the trust of and manage the performance of individuals at a range of levels (influencing up to Executive level), including the ability to coach and give effective development feedback.

Strong desire and ability to drive the team to produce work to the highest standards that can withstand robust challenge where appropriate.


A thorough understanding of the Society’s overall business and strategy and comprehensive knowledge of how to design and implement effective and proportionate outcome testing (quality assurance) strategies and frameworks, coupled with practical experience of implementing and continuously improving outcomes testing processes.

In-depth knowledge of relevant retail product sales and service regulation (and codes). It would be highly advantageous if you have a significant technical/specialist knowledge in the areas of Consumer Duty and Vulnerable customers.


Significant experience of having worked in a regulated environment within Financial Services in outcome testing

Excellent communication skills, written and verbal including proven negotiating, facilitation and influencing skills.


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 our Swindon 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.


Our Customer First behaviours are all about putting customers and members at the heart of how we work together. You can strengthen your application by showing the behaviours that resonate with you, and how you might have already demonstrated these.

  • Say it straight - This is about being honest and direct with good intent and saying what needs to be said in the room. It’s also about being clear, precise, and using language that we and, importantly, our customers and members can understand.
  • Push for better - This is about aiming high and constantly looking for better in how we work together and serve our customers and members.
  • Get it done - This is about prioritising what will have the greatest impact, being decisive and taking accountability for delivering on the end-to-end outcome.

We know applying for jobs can sometimes feel like you’re sending an application into a black hole. We review each application individually. So, it’s a good idea to call out your most relevant experience on your application to give yourself the best chance.


The extras you’ll get


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


  • A personal pension – if you put in 7% of your salary, we’ll top up by a further 16%
  • Up to 2 days of paid volunteering a year
  • Life assurance worth 8x your salary
  • A great selection of additional benefits through our salary sacrifice scheme
  • Wellhub – Access to a range of free and paid options for health and wellness.
  • Access to an annual performance related bonus
  • Access to training to help you develop and progress your career
  • 30 days holiday pro rata
  • Individual healthcare cover


What makes us different


Nationwide is the world’s largest building society. With over 15 million customers, we have a relationship with almost a quarter of the UK’s population. We’ve got the scale to compete with the big banks, but we’re not a bank.


As a building society, we’re owned by our members – that’s our customers who have their current account, mortgage or savings with us. It means we can do things differently to deliver our Purpose – Banking – but fairer, more rewarding, and for the good of society.


When you work at Nationwide, you can experience that difference for yourself. You’ll be part of a high-performing, purpose-driven organisation that offers rewarding career experiences and a highly competitive range of benefits to match. You’ll also be joining us at an important time as we seek to reach more and more people in the UK. We want everyone in the UK to know that they don’t have to bank with a bank. They can choose a modern mutual instead.

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