This is an exciting opportunity to work within the new Customer, Brand and Engagement community. Working in the Customer Strategy, Insights & Propositions team, you’ll be responsible for the direction, development, and coordination of insights to help inform and shape our customer strategy.
At the heart of this strategy and insight are our 17 million customers, who are at the forefront of every decision we make as a business. Every role, no matter its accountabilities, is customer focused.
Your success won’t be based on how long you spend at your desk. You’ll have contracted hours, but we’re always happy to support flexible working wherever we can. That might mean working from home or different Nationwide offices to help you balance work and life. We will always strive to find a way that works for everyone. However, some travel will be required to both London and/or Swindon offices.
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 London or Swindon 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
You’ll work across the Customer Strategy, Insight & Propositions team to ensure joined up, prioritised and compelling understanding of customers across the wider organisation (including senior leadership and Board), to drive optimal strategic decision making:
* You’ll be focusing on understanding the backdrop to our customers’ lives, tracking and analysing societal and market trends, and considering how these impact customers’ financial needs and behaviours.
* You’ll be comfortable using (and briefing) research & detailed analytics data (supplied by our experts in these fields) and translating this into actionable insights.
* You’ll be curating insights that will be consumed at both Exco and Board level, synthesising multiple inputs from across the team and Society into concise and compelling narratives. These insights will be utilised to drive strategy and enable Nationwide to make decisions with up-to-date and objective knowledge.
Please note: this is not a technical research or analytics role.
About you
You’ll be an experienced Customer Insights professional, with a broad range of experience, ideally from a financial services background. You’ll bring:
* Experience in developing compelling consumer insights for senior and wider internal audiences.
* Experience in developing narratives and presenting to a variety of audiences, including exec level.
* A broad understanding of consumers and macro-economic drivers of consumer sentiment and behaviour and an understanding of the external financial services market, including core and emerging competitors.
* An ability to work across the organisation to ensure insights are holistic: cross-functions (e.g. product teams, Finance/Treasury, Risk, Marketing) and members of the broader internal team (coordinating with, for example, research and analytics teams).
* Confidence in working with numbers and data, with good commercial acumen, including knowledge of how financial services’ P&Ls operate.
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.
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 Insight and Reporting Manager.
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