NW Logo Nationwide
Co-designing the future of work
Culture & Insights
NW Header Nationwide
4,000 +
staff moved to permanent flexible working
> >
Branch networks reinvented as essential community pillars
in a nutshell

Nationwide Building Society wanted to position themselves as thought leaders with a series of post-pandemic ‘Future of…’ hypotheses – such as defining what the future of work and service could look like. This started with asking employees – what might they want?

The brief

Our challenge was to engage colleagues as we helped Nationwide transform their working arrangements across offices, contact centres and branches.

Before these changes were decided, the Society wanted to involve colleagues in designing, then delivering the future world of work – making them feel part of a process that would change how colleagues everywhere worked.

NW Work2 Nationwide

Our response and delivery

We helped to design and analyse a comprehensive colleague survey, which invited participants to share their wants and needs in the future of work.

Following their feedback, we crafted narratives for all colleagues, including those who serve members every day, detailing why, what, how and when a comprehensive internal transformation would take place – and what the impact would be on them, members and the society.

We also helped create a series of commitments that the society made to colleagues, and conversation guides for managers to discuss and reflect locally.

NW Work Legendary Service

The impact

The colleague-informed strategy was well received, proactively recognising and incorporating the input and guidance of Nationwide’s people. Clear and concise communication materials issued internally were used to spark conversations and involve everyone from the offset of a radical new reality for colleagues.

It enabled Nationwide to be bolder than it had been before, clearly demonstrating the ambitions they have around being an inclusive employer of choice. In fact, in the days and weeks after the announcement, traffic to Nationwide’s recruitment site increased significantly.

As a result, the team have been asked to provide insights and advice to a number of outlets and peers, such as the IOIC and the CIPR.

NW Work4 Nationwide
“scarlettabbott’s objectivity and creativity helped us to manoeuvre a very complex task at pace. Their input throughout added great value and the materials they produced went a long way to defining and articulating our radical plans.”
Kate Shaw, Senior Internal Communications Manager
NW Work5 Nationwide 2000
“The team at scarlettabbott just got it. The stuff they delivered was so well received by our member-facing colleagues, bringing to life the benefits of our plans. Things were hectic, but working with scarlettabbott was painless!”
Sarah Rogers, Senior Internal Communications Manager
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