Decisioning and Contact Strategy Analyst

We are on an exciting journey to transform our capability to deliver personalised performance marketing. We are embarking on a strategy that will see us uplift the technology we use for marketing and transform how we use data to deliver personalised experiences for our customers.

This role specifically sits within the ‘Contact Strategy and Decisioning team’, and you’ll be working for a Decisioning and Contact Strategy Manager. 

You will be supporting the evaluation of our overall customer contact strategy whilst ensuring the wider Personalisation team are creating and delivering personalised, relevant and timely-effective interactions with our members at the heart. You will also develop regular and ad hoc reporting that translates complex data insights into actionable recommendations for our Personalisation team. 

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 Swindon or London 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

As we continue to enhance our marketing platform capability your role will be to optimise the decisioning platform and deployed contact strategies to achieve Society goals.

• Leverage analytical tools to perform in depth data analysis, identifying trends and opportunities for optimization 
• Utilise customer interaction data to monitor impact of decisioning logic. 
• You will help define our overall ‘Customer Contact Strategy’ and then working with the Personalisation team to embed these principles ensuring the teams are creating and delivering personalised, multi-channel, relevant, timely and effective interactions. 
• You will evaluate the effectiveness of the implemented contact strategies and identify opportunities to improve the experience for members. 
• You will need to build effective working relationships across the Personalisation team to ensure that our personalisation strategy and execution is aligned.
• You will stay up to date with industry trends and advancements in marketing industry technologies to ensure our platform remains cutting edge and competitive.
• There will be an opportunity to cross-train in Pega customer decision hub to leverage out-of-the-box insight tools

About you

We’re looking for an experienced marketing communications professional who has: 

• Strong SQL proficiency with proven experience in analysing data to derive meaningful insights and recommendations. 
• Solid understanding of how marketing campaigns operate across own media and the metrics used to measure their success, preferably in the context of a decisioning engine such as Pega Customer Decisioning Hub.
• Experience in generating campaign and channel recommendations and experience with presenting findings back to a diverse group of stakeholders.
• Awareness of Pega Customer Decisioning Hub and how it is used in 1:1 Marketing. 
• Awareness of the design and delivery of concepts for customer contact strategies in owned media. 
• Strong analytical and problem-solving skills with a focus on innovative and practical solutions. 
• A proactive, collaborative and solution-oriented approach with the ability to support complex change projects and realise opportunities to drive further improvements.
• Excellent communications and stakeholder management skills with the ability to convey complex concepts to diverse audiences. 
• Knowledge of Data Protection Legislation e.g. UK GDPR and PECR and how it applies for marketing communications, particularly 1-2-1 communications.

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:

• 25 days holiday, pro rata

• From January 2026, all colleagues will have access to fully funded private medical insurance

• A personal pension – if you put in 7% of your salary, we’ll top up by a further 16%

• Access to an annual performance related bonus

• Access to training to help you develop and progress your career

• A great selection of additional benefits through our salary sacrifice scheme

• Life assurance worth 8x your salary

• Wellhub – access to a range of free and paid options for health and wellness

• Up to 2 days of paid volunteering a year

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.

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.

Please note that should you be successful in securing this role the job title on our internal systems will be Analyst.