This is an exciting opportunity to work within the Customer, Brand, and Engagement community. Working in the Customer Strategy, Insights & Propositions team, you'll help Nationwide put consumer understanding at the heart of its decision making.
You'll be responsible for the development, coordination, and execution of research to help inform and shape our customer strategy. This also includes ensuring Nationwide's communications and content are understood, enabling customers to make informed decisions about our products and services, in line with the FCAs Consumer Duty.
You will join a team of research specialists who deliver insights on understanding, comprehension, and engagement across journeys, experience, communications, products, and channels to inform communication, journey development, propositions, and strategy.
At the heart of Customer Strategy, Insight & Propositions are our 17 million customers, who are central to every decision we make as a business. Every role is customer-focused.
The working hours for this role can be between 28 to 35 hours per week. Nationwide offers hybrid working, combining office presence at Northampton, Swindon, Bournemouth, or London with home working. The role requires at least two days per week in the office, or 40% of your working time if part-time. Further details will be provided upon hiring.
We may close the application earlier if a high volume of applications is received.
What You'll Be Doing
* Plan, design, and conduct research activities with consumers to understand their interactions with communications and content across journeys and channels.
* Connect different data sources to provide compelling evidence and insights, engaging with audiences at all levels.
* Lead research projects from start to finish, including selecting tools, briefing external agencies, and collaborating with stakeholders.
* Manage relationships with external research agencies to ensure quality and timely delivery, exploring new platforms or partners as needed.
* Work with cross-functional teams to inform decision-making and improvements, ensuring research findings are applied effectively.
* Participate in a community of researchers with diverse expertise, including Market Research, Strategic Insight, Data & Analytics, and Brand & Propositions Research.
* Engage with the wider research and analytics community to share insights and advocate for better customer outcomes.
About You
* Experienced in managing impactful research projects with proven outcomes supporting decision-making.
* Skilled in qualitative and quantitative methodologies with the ability to address complex questions.
* Capable of translating insights into engaging, influential communications.
* Strong planning and time management skills to handle multiple projects.
* Excellent at distilling and framing research findings for stakeholders.
* Skilled in relationship management and collaboration across teams.
* Curious and eager to learn new methods, tools, and ideas.
* Understanding of diverse customer needs, including vulnerable groups, to ensure accessible research activities.
Role and Customer Behaviours
* Feel what customers feel: Empathize and understand customer needs.
* Say it straight: Communicate honestly and clearly.
* Push for better: Challenge the status quo and seek continuous improvement.
* Get it done: Prioritize impactful actions and deliver results.
The Extras
* Competitive benefits including pension, volunteering days, life assurance, health options, bonuses, training, and holiday entitlement.
Our Purpose and Values
We are a mutual, customer-owned organization challenging the financial sector status quo, sharing profits with customers, and prioritizing their needs. We foster a community where growth, recognition, and societal impact matter.
What To Do Next
If interested, click the Apply Now button, attach your CV, and answer a few questions. We respond to all applicants and will contact you after the closing date.
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