Nationwide Building Society is the largest building society in the world, with 17,000 employees. The Customer Operations Division used andpartnership to help to bring together their new team and align leadership behaviours.


andpartnership supported team development over 9 months:

  • Used Future-Engage-Deliver leadership development programme to improve leadership engagement and align behaviours.
  • Focused on both individual and team development


  • For the ISA season, Nationwide experienced 9% more activity with 24% less resource, and complaints went down by 60%.
  • Increased productivity and staff more engaged.
  • Team have a common language which they continue to use.

“The simple yet insightful approach of FED really works, even the most critical buy it. The programme was real and applicable, and the team continue to apply it and talk about it.”

Divisional Director