Customer Experience Insight Analyst

at  Nationwide

As a Customer Experience Insight Analyst you’ll be putting our members at the heart of what you do everyday. This role is within our society complaints function, Customer Resolutions, which is responsible for putting things right for our members when they go wrong and putting in place actions to stop them happening in the future.
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.
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 Northampton 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.

ABOUT YOU

We are looking for;

• A self-starter with a curious mindset and a willingness to learn new skills, such as producing high quality insights and articulating key messages to a senior audience.
• An analytical thinker with 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.
• Ability to influence a senior stakeholder to put the customer first with data driven actionable insights.
• Strong organisational and time management skills, able to work in a fast-paced environment with competing priorities.

Our Customer First behaviours are all about putting customers and members at the heart of how we work together. You can strengthen your application by showing the behaviours that resonate with you, and how you might have already demonstrated these.

• Say it straight - This is about being honest and direct with good intent and saying what needs to be said in the room. It’s also about being clear, precise, and using language that we and, importantly, our customers and members can understand.
• Push for better - This is about aiming high and constantly looking for better in how we work together and serve our customers and members.
• Get it done - This is about prioritising what will have the greatest impact, being decisive and taking accountability for delivering on the end-to-end outcome.

We know applying for jobs can sometimes feel like you’re sending an application into a black hole. We review each application individually. So, it’s a good idea to call out your most relevant experience on your application to give yourself the best chance.

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.