Our Customer Experience Tracker programme is key to our ambitions to be number one for customer experience, we partner with leading industry experts capturing feedback from over 500,000 customers each year. We’re embarking on an exciting journey to develop and improve our measurement approach.
This is a great opportunity for someone who wants to develop their career in customer insight. You’ll be part of the team responsible for maintaining and developing our customer feedback programme - Experience Tracker. You’ll help to further develop the breadth and depth of coverage to capture customer feedback across all customer touchpoints.
This role is within the Customer Brand & Engagement function, which is responsible for building and maintaining Nationwide’s brand and reputation both internally and externally.
This is an exciting opportunity to work within the Customer Strategy Insights & Propositions team. You’ll be supporting the co-ordination and development of customer experience research strategies to support our customer strategy.
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. Whilst these locations are where we are primarily looking to fill the role, if you’re an internal applicant based in a different location we would welcome your application and if successful, your hiring manager will provide further details on how this could work for this specific role. 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.

As a Customer Experience Insight Analyst, you will:

• Monitor the performance of existing customer experience surveys, from sample accuracy to customer drop out and response rates.
• Complete daily, weekly and monthly tasks to support the effective running of the programme.
• Analyse customer feedback and produce insight to identify positive drivers of satisfaction as well as opportunities for improvement to deliver a personal, seamless and easy customer experience from start to finish.
• Be proactive and creative in your approach, helping to generate ideas to develop and improve our existing programme to ensure we are capturing customer feedback and insight across all customer touchpoints.
• Collaborate with colleagues within the team and broader Nationwide functions

WHAT YOU’LL BE DOING

As a Customer Experience Insight Analyst, you will:

• Monitor the performance of existing customer experience surveys, from sample accuracy to customer drop out and response rates.
• Complete daily, weekly and monthly tasks to support the effective running of the programme.
• Analyse customer feedback and produce insight to identify positive drivers of satisfaction as well as opportunities for improvement to deliver a personal, seamless and easy customer experience from start to finish.
• Be proactive and creative in your approach, helping to generate ideas to develop and improve our existing programme to ensure we are capturing customer feedback and insight across all customer touchpoints.
• Collaborate with colleagues within the team and broader Nationwide functions.

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 outcome