Principal Researcher

London, United Kingdom
Swindon, United Kingdom
Bournemouth, United Kingdom
Dunfermline, United Kingdom
Northampton, United Kingdom

Across Mortgages at Nationwide, we are on an important journey to strengthen our position and meet evolving customer needs, guided by our strategic drivers of more rewarding relationships, simply brilliant service, focused fit & fast, and a beacon for mutual good. Understanding our customers and continually developing our experience strategy will be essential in achieving this and shaping the building society of the future.

We are seeking a Principal Design Researcher to join our Experience & Process Design team. You will bring deep expertise in service‑level Design Research—not just digital—and extensive experience leading and managing research across large programmes. You will have a strong track record of embedding Design Research processes and ways of working, and of using research insights to influence decisions and drive customer‑focused outcomes.

You will be skilled at communicating research in clear, engaging ways, comfortable working within a commercial environment, and an effective collaborator. You will work closely with stakeholders at all levels to scope, plan and secure buy‑in for research, and with multidisciplinary teams to uncover opportunities, inform service experiences, and create value for our members.

We are happy to consider flexible working approaches to help you perform at your best.

The working hours (per week) for this role can be between 28 and 35 hours.

This is a 12 month Fixed Term Contract.

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 either our London, Swindon, Bournemouth, Northampton or Dunfermline office.Whilst these locations are where we are primarily looking to fill the role, if you’re an internal applicant based in a different location we would welcome your application and if successful, your hiring manager will provide further details on how this could work for this specific role. You can also find out more about our approach to hybrid working here .

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.

Uncompromisingly Customer, whatever our role

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

Access to private medical insurance

A highly competitive pension to help you build a strong foundation for retirement

Access to an annual performance related bonus

Training and development to help you 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 to a range of free and paid options for health and wellness

Up to 2 days of paid volunteering a year

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.