Case Study: Nationwide Building Society achieves cost transparency and customer obsession with Apptio

Nationwide Building Society Uses Cost Transparency To Achieve Customer Obsession

Nationwide Building Society, a member-owned UK financial institution with strong customer-satisfaction rankings, faced rising regulatory scrutiny, higher 24x7 customer expectations, growing transaction volumes, cybersecurity threats, a complex partner ecosystem, and high operating costs that threatened its ability to invest in digital services. CIO Debra Bailey set out to make technology costs visible so the firm could rebalance spending toward customer-facing innovation while improving resiliency and simplifying its technology estate.

Bailey’s team implemented a service-management program and technology business management (TBM) approach: they created a prioritized, costed service catalog, standardized reporting and processes, and used automation tools to drive transparency. The result was a shift from IT as a service provider to a business partner—cost-aware conversations, better investment prioritization, streamlined architectures and operations, and the ability to fund and accelerate customer-facing digital initiatives.

Nationwide Building Society

Debra Bailey

Group Services Director