Change and Transformation in the Private Sector
Nationwide Building Society partnered with CBRE to conduct a transformative Human-Centred Experience Design assessment of its 600+ branch network to foster an equitable, high-quality colleague experience.
Nationwide Building Society partnered with CBRE to conduct a transformative Human-Centred Experience Design assessment of its 600+ branch network. As the only major UK financial institution committed to keeping all branches open until 2030, Nationwide recognised the importance of fostering an equitable, high-quality colleague experience across its retail network. They knew that the essence of their branches – connection to community – was not the bricks and mortar, but the people serving customers.
While branches typically prioritise customer experience, Nationwide saw the need to truly understand employees. Yet, head office had a limited view of everyday branch realities. Through ethnographic research, CBRE immersed themselves by deeply listening to employees, and applied expertise in human-centred design and psychology to uncover “What Really Matters to Retail”.
This became more than a report; it was a story of the people representing Nationwide. A comprehensive, data-led roadmap of actionable recommendations was created, spanning physical spaces, digital tools, human interactions, and support services. From simple changes like improving branch refreshments to major initiatives such as digital transformation, this work moved Nationwide further towards a human-centred approach focusing on what employees truly need.
The impact was immediate: momentum for targeted investment grew; head-office relationships with branches strengthened; and Nationwide elevated the in-branch experience to match the digital. This work is already shaping daily branch life and differentiating Nationwide as an organisation prioritising front-line teams, positively influencing colleagues and customers. It has ignited a wider organisational shift towards human-centred design, including a follow-on project for contact-centres.
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