How Nationwide and AWS partner For Digital Growth

Nationwide Building Society has strengthened its partnership with Amazon Web Services in a move that signals the organisation's commitment to accelerating digital transformation and improving customer engagement through cloud-based technologies.

The expanded agreement builds on the building society's existing use of AWS infrastructure, extending its cloud capabilities to deliver artificial intelligence-powered solutions and more agile service delivery across both customer-facing and internal operations.

According to Nationwide, the partnership leverages Amazon Connect – AWS's cloud-based contact centre platform – to support real-time decision-making and create more personalised interactions across the organisation's branch network and digital channels.

The platform enables employees to deliver more responsive customer service while adhering to the security and regulatory requirements inherent to the financial services sector.

Suresh Viswanathan, Group Chief Operating Officer at Nationwide, says: "As we continue our digital transformation, we need cloud technology that can support our ambition to deliver better customer experiences, while keeping safety and security at the forefront.

"With AWS, we can better support our frontline colleagues to help improve member experience and deliver better outcomes for more than 17 million customers."

Addressing fraud through cloud technology

The collaboration has enhanced Nationwide's Call Checker service, a tool launched in January 2025 that helps customers verify they are speaking to genuine Nationwide employees.

Powered by Amazon Connect, the service provides an important defence against impersonation fraud, which according to Nationwide represented 17% of all incidents reported between January 2024 and December 2025.

By deploying cloud-based AI tools, the building society is working to strengthen its response to increasingly sophisticated fraud attempts while simultaneously improving the customer journey.

The AWS infrastructure allows Nationwide to introduce new customer-facing innovations more rapidly and at scale.

Modernising infrastructure for future growth

The expanded partnership positions cloud scalability, operational speed and system resilience as central pillars of Nationwide's digital strategy going forward.

The agreement enables the mutual to deploy new capabilities with greater agility, respond to increasing demand and maintain consistent performance across its extensive branch network and digital platforms.

For AWS, the collaboration reinforces the increasingly important role that cloud computing and AI play in helping traditional financial institutions compete with digital-native challengers and fintech disruptors operating in the sector.

Alison Kay, VP and Managing Director of AWS UKI, says: "By consolidating and modernising their workloads on AWS, Nationwide can accelerate innovation, enhance operational resilience and deliver the digital experiences their members expect – all while maintaining the security and compliance standards that are paramount in financial services.

"We are thrilled to support Nationwide in unlocking the transformative power of cloud technology, while equipping their teams with training and skills that will drive meaningful impact for both customers and colleagues."

Investing in workforce capabilities

As part of the renewed agreement, AWS will collaborate with Nationwide to upskill employees through access to AWS training resources, with particular emphasis on cloud computing and artificial intelligence.

The initiative forms part of broader plans to future-proof Nationwide's workforce, ensuring colleagues possess the digital expertise required to leverage cloud technologies effectively across departments.

The training investment aligns with a wider trend across the fintech and financial services landscape, where organisations are prioritising AI and cloud literacy to sustain innovation and maintain service excellence.

The collaboration also demonstrates how established mutuals are adopting modern cloud technologies to deliver the hyper-personalised, always-available experiences that customers increasingly expect.

By combining its member-first approach with AWS's technical capabilities, Nationwide appears to be positioning itself to establish new standards for secure, intelligent and inclusive digital banking.

The partnership suggests that cloud modernisation has become essential rather than optional for financial institutions, particularly as the sector continues to balance digital acceleration with trust, compliance and inclusion.

Technology alliances such as this provide a pathway for bridging legacy systems with future-ready digital ecosystems.