Amazon Web Services Announces New Agreement With Nationwide Building Society to Accelerate Digital Innovation and Enhance Customer Experience

WHY THIS MATTERS:The deepened partnership between AWS and Nationwide Building Society serves as a powerful case study for the entire financial services sector: true digital transformation is now synonymous with robust, modern cloud infrastructure. This is no longer simply about cost efficiency; it’s a strategic move to unlock velocity in product development and, critically, operational resilience. By migrating core workloads to the cloud, a major mutual like Nationwide gains the agility to deploy services like the AI-powered Call Checker, directly addressing the critical industry trend of soaring financial crime. The ability to rapidly scale anti-scam technology and personalize member experiences is the new benchmark for customer trust and competitive advantage, forcing traditional institutions to accelerate their cloud migration roadmaps or risk falling behind.

Amazon Web Services, Inc. (AWS), an Amazon.com, Inc. company (NASDAQ: AMZN), announced a new agreement with Nationwide Building Society, the world’s largest building society, to accelerate innovation and improve customer experiences for its over 17 million customers.

The new agreement will enable Nationwide to deliver more personalised member experiences faster and more effectively, transforming how it engages with customers while continuing to provide the industry-leading service the mutual is known for. Amongst a range of business-critical AWS workloads, Nationwide utilises Amazon Connect, a cloud-based contact centre service that provides AI-powered tools to support its contact centre and branch operations.

Nationwide’s recently launched Call Checker service, which is powered by Amazon Connect, demonstrates the positive customer impact of the agreement. Call Checker gives customers confidence that they are speaking to a genuine Nationwide colleague, helping to prevent Impersonation scams that account for 17% of all scams reported at Nationwide during 2024 and 2025.

Building on its proven success with AWS, Nationwide has established a common technology foundation that will adapt to accommodate future requirements across the group.

Suresh Viswanathan, Group Chief Operating Officer at Nationwide, said: “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 over 17 million customers.”

“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,” said Alison Kay, VP and Managing Director of AWS UKI. “We are thrilled to support Nationwide in unlocking the transformative power of cloud technology, whilst equipping their teams with training and skills that will drive meaningful impact for both customers and colleagues.”

As part of the agreement, Nationwide is working with AWS to invest in colleague learning and development by providing access to the latest AWS training, covering its Cloud and AI capabilities. This will support Nationwide’s ability to adopt AWS technologies for the benefit of its customers and colleagues.

The expanded agreement positions Nationwide to rapidly deploy new capabilities, scale services on demand, and accelerate innovation while maintaining leading customer service and the highest standards of security and regulatory compliance. It supports Nationwide’s strategic priorities of building more rewarding customer relationships, delivering excellent service across their customer’s channel of choice, whether that be through digital channels or via the UK’s largest single-brand branch network, driving operational efficiency across the combined organisation.

FF NEWS TAKE: This is more than a standard cloud deal; it moves the needle by setting a precedent for using cloud-native tools like Amazon Connect to fight financial crime at scale. The emphasis on AI-driven customer safety and frontline colleague training demonstrates a holistic commitment. We expect this will pressure other large, traditionally conservative institutions to not only adopt the cloud but specifically integrate AI-powered defense mechanisms. The next step to watch will be Nationwide’s ability to translate this cloud foundation into market-leading speed for new product launches, proving the long-term value of cloud infrastructure beyond immediate security benefits.