As a member of the Customer Insight Analytics team, you’ll be responsible for interrogating complex customer level datasets to produce meaningful analysis using Data Science tools and techniques. Analytics within the team range from product/channel specific requests to Board level metrics. Meaningful insights cannot be created in isolation and require collaboration across the Customer Strategy, Insights & Propositions (CSI&P) team, bringing together research, analytics and external insights. In addition, supporting cohesion across the organisation is critical to embedding our new customer strategy and ensuring customer need is always front of mind.
This is an exciting opportunity to join the Customer Strategy, Insights & Propositions team within the Customer, Brand & Engagement function. Our purpose is to develop rich customer insight to drive the segmented customer strategy and design and deliver compelling propositions to support all our customers.
At the heart of the customer strategy 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.
We are happy to consider flexible working approaches to help you perform at your best.
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, 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.
What you’ll be doing
You’ll work within the Customer Strategy, Insight & Propositions team to ensure colleagues and leadership are able to gain a deep understanding of our customers to drive optimal strategic decisioning.
We’re looking to recruit a passionate and experienced colleague to lead on the following areas;
* You’ll be delivering actionable and impactful insight about our customers that supports decision making and shapes our customer strategy.
* The core part of the role will involve analysing large volumes of customer data using tools such as Teradata, SAS Enterprise Guide, Python and Power BI.
* You’ll make your insight deeper through the use of analytical techniques and by combining your analysis with understanding from customer research and market insight, working collaboratively with specialists across teams to build answers to broad strategic challenges.
* You’ll also be responsible for explaining the drivers of key board level metric performance and identifying future opportunities to positively impact these metrics.
* You’ll maintain effective relationships with stakeholders and help to facilitate strategic business decisions, underpinned by building a strong understanding of the business strategies and challenges across Nationwide.
* Your work will be project based, sometimes working by yourself and sometimes in teams, and you’ll maintain accountability for meeting your own deadlines.
About you
Someone with demonstrable analytical rigour, balanced with strong problem solving and inter-personal skills, who can work collaboratively within a team of Insight professionals and influence the business. You will:
* Be analytical with a logical and curious mindset. A strong attention to detail and ability to shape analytical solutions to broad business challenges.
* Experienced in using various complex sources to solve analytical challenges.
* Have a proven track record of identifying analytical opportunities using your curiosity to drive forward what we didn’t previously know about customers. Thus, enabling better business decisions whilst positively impacting our customers and our commerciality in tandem.
* Be technically robust and comfortable with tools such as Teradata, SAS Enterprise Guide, Cloud platforms (ideally Data Bricks) and Power BI.
* Have excellent knowledge of Excel and PowerPoint.
* Possess excellent communication and influencing skills, with the ability to present findings in a compelling way to stakeholders.
* Understand Financial Services, product and market trends and have an awareness of the strategic role analytical insight plays in business decisions.
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 Lead Analytics Manager.
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