Customer Experience Industrial Placement - Mortgages

Job Description

Good things this way

If you are an ambitious, go-getter who enjoys solving problems and learning new skills, our 12-month Customer Experience Industrial Placement provides a clear pathway into a rewarding career in banking.

You’ll build strong relationships across Nationwide, helping us to understand customer needs, solve problems, and help deliver simply brilliant experiences to our 16 million members. Alongside your role, you’ll attend development workshops and collaborate on a Social Impact project with other placement students.

Our Industrial Placements offer a potential route after university into our Skills Development Programmes, making for a valuable first step into banking.

Where you’ll be working

Our Mortgages function brings together 3,000 colleagues, all working towards our mission to provide the best mortgage service in the UK. During your 12-month placement with our Mortgages Intermediaries and Partnership team, you’ll develop skills in customer and broker service, decision-making, and intermediary market insight. You’ll also develop administrative and call capabilities that support our mortgage operations.

What you’ll be doing

On our Customer Experience Industrial Placement, you’ll feel the impact over your 12 months as you build your knowledge, skills, and network. You’ll develop product knowledge and work on customer and broker service, intermediary markets, broker research, and process improvement across multiple projects.

You’ll rotate around the Mortgage Intermediaries team, spending time getting to understand areas including intermediary markets; broker servicing; data and insight. All to help develop your analytical skills and commercial judgement.

You’ll gain access to a bespoke 12-month project aligned to our Social Impact strategy to develop core business skills, providing opportunities to learn new skills and apply them in a different context to your day job. You’ll build a community and work alongside a range of diverse like-minded Industrial Placements from across the organisation.

Location

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 Bournemouth office. If your application is successful, your hiring manager will provide further details on how this works.

If we receive a high volume of relevant applications, we may close the advert earlier than the advertised date, so please apply as soon as you can.

About You

We’re looking for ambitious, purpose-driven candidates who want to build a rewarding career in banking. You’ll have a determination to push for better, and a focus on delivering for our 16 million members.

You’ll thrive in our high-performing culture if:

• You’re bold in living our customer first behaviours, you are innovative and have a growth mindset.
• Development is something you expect and embrace.
• You push for high performance – from yourself and those around you.
• You have a high standard of numerical, written, IT and verbal communication skills.
• You can use your analytical skills to problem solve, identify trends, challenges, and propose solutions.
• You plan and deliver work with attention to detail.

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

High performing and purpose-driven colleagues deserve a rewarding career and competitive benefits to match. We offer you:

• 25 days holiday per year, which increases over time to 30. Plus, you can ‘buy’ up to 10 extra days each year, giving you even more choice.
• From January 2026, all colleagues will benefit from private medical insurance.
• A highly competitive pension to help you build a strong foundation for retirement.
• Access to an annual performance-related bonus.
• Access to training to help you develop and 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 for 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’d also like to see a portfolio of some of your work.

We respond to everyone, so we will be in contact shortly after the closing date to let you know the outcome of your application.