Customer Experience Insight Analyst

This is a role within the Complaints Root Cause team, who use complaints insight and a variety of metrics to identify issues that are impacting our members. Working closely with the wider business to fix issues we see through our analysis.

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

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 Northampton, Swindon or Masterton Park office. If your application is successful, your hiring manager will provide further details on how this works. 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.

What you’ll be doing

Working as part of our Complaints Root Cause Team, we are looking for proactive individual with a curious mindset to lead analysis on our complaints data and work with the business to fix the issues that our customers encounter.

You’ll also be translating and evaluating a variety of metrics from a range of sources into business focused complaints RCA MI. You’ll lean into your analytical skills for the creation of compelling actionable insight and management of performance data & insights, providing assurance to senior personnel on the impact complaint volume increases to allow pro-active management of issues as they arise. 

Strong communication skills will be key, as you’ll be working closely with your colleagues in Customer Resolutions and building relationships in the wider business to help them understand complaints performance.

About you

The minimum requirements for the role are:

• Understanding and experience of using Root Cause methodology 
• Strong influencing skills and experience producing high quality insights and articulating key messages to a senior audience.
• Comfortable identifying and addressing pain points of a customer journey 
• An analytical thinker with a curious mindset, having a keen eye for detail when it comes to spotting trends/patterns within data and knowledge of insight generation techniques to find the issues that impact our customers.
• A natural collaborator with the ability to develop effective relationships with stakeholders across Nationwide to input into action plans focused on improving the experience for our members and reducing complaints.

• Strong organisational and time management skills, able to work in a fast-paced environment with competing priorities

Our customer first behaviours put customers and members at the heart of how we work together. They are the set of behaviours that every colleague needs to display, in every role: 

• Feel what customers feel - We step into our customers’ shoes, using their feedback and insights to empathise with them and to understand their needs, so that every decision we make starts and finishes with our customers in mind
• Say it straight - We are brave in speaking out and saying what we think – we’re honest and direct with good intent, openly sharing diverse perspectives to reach the best conclusions and using language everyone can understand
• Push for better - We don’t settle for mediocrity, we challenge the status quo, taking responsibility for continuous improvement and personal development
• Get it done - We prioritise what will have the greatest impact, we are decisive, and we take accountability for delivering brilliant customer outcomes.

You can strengthen your application by showing how our customer first behaviours resonate with you, and where you may have already demonstrated these.

The extras you’ll get

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

• A personal pension – if you put in 7% of your salary, we’ll top up by a further 16%
• Up to 2 days of paid volunteering a year
• Life assurance worth 8x your salary
• A great selection of additional benefits through our salary sacrifice scheme
• Wellhub – Access to a range of free and paid options for health and wellness.
• Access to an annual performance related bonus
• Access to training to help you develop and progress your career
• 25 days holiday, pro rata

What to do next

If this role is for you, please click the 'Apply Now' button. You'll need to attach your up-to-date CV and answer a few quick questions for us.

We respond to everyone, so we will be in contact shortly after the closing date to let you know the outcome of your application.

Banking – but fairer, more rewarding, and for the good of society

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.

We respond to everyone, so we will be in contact shortly after the closing date to let you know the outcome of your application.