About the role
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. 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.
What you'll be doing
* Leverage analytical tools to perform in‑depth data analysis, identifying trends and opportunities for optimisation
* Utilise customer interaction data to monitor the impact of decisioning logic
* Help define our overall ‘Customer Contact Strategy’ and collaborate with the Personalisation team to embed these principles, ensuring the teams are creating and delivering personalised, multi‑channel, relevant, timely and effective interactions
* Evaluate the effectiveness of implemented contact strategies and identify opportunities to improve the experience for members
* Build effective working relationships across the Personalisation team to ensure that our personalisation strategy and execution is aligned
* Stay up‑to‑date with industry trends and advancements in marketing technology to keep our platform cutting‑edge and competitive
* Opportunity to cross‑train in Pega Customer Decision Hub to leverage out‑of‑the‑box insight tools
Customer First behaviours
* Feel what customers feel – We step into our customers' shoes, using their feedback and insights to empathise with them and understand their needs
* 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
What you're looking for
* Strong SQL proficiency with proven experience in analysing data to derive meaningful insights and recommendations
* Solid understanding of how marketing campaigns operate across owned 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 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 communication 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
Benefits
* 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 8× 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
At Nationwide we are purpose‑driven, uncompromisingly customer‑focused and committed to sharing our profits with members. If you’re inspired by fairer finances, passionate about making a meaningful impact, and truly care about our customers, we want you to join us. The role title in our internal systems will be Analyst.
If this role is for you, please click the 'Apply Now' button. You will need to attach your up‑to‑date CV and answer a few quick questions for us. We will be in contact shortly after the closing date to let you know the outcome of your application.
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