Description We have an opportunity for a Senior Analyst to join our team, supporting the delivery of key change initiatives across Collections & Recoveries and Customer Support Operations. In this role, you’ll play a vital part in ensuring changes to systems, processes and policies are carefully assessed, planned and implemented with minimal impact to both operations and customer experience. Working collaboratively with stakeholders across Collections, Technology, Risk and Compliance, you’ll help drive initiatives that align with strategic goals, regulatory requirements and operational excellence. This is a 6-month secondment opportunity. 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 be located at our nearest regional hub. There will be a need to regularly connect with colleagues for collaboration events in one of our office sites. This is anticipated to be monthly in Leeds. If your application is successful, your hiring manager will provide further details on how this works. Virgin Money is now part of Nationwide Nationwide acquired Virgin Money in October 2024. Virgin Money continues to serve customers on the high street, and there will be a phased and considered integration over the coming years. You’ll be employed by Nationwide from day one, delivering real impact and benefitting from a highly competitive range of benefits. We’re a workplace where you’re rewarded, recognised and celebrated. Nationwide is committed to the redeployment of our employees impacted by change, as such applications for redeployment candidates will be prioritised in this recruitment process. If you’re a colleague on long-term absence (for example, on parental leave) or a temporary worker, please use your personal email address to submit an application. Responsibilities What you’ll be doing The Senior Analyst supports the successful delivery of change initiatives across Collections & Recoveries and Customer Support Operations, ensuring that changes to systems, processes and policies are effectively assessed, planned and implemented with minimal disruption to operations and customer experience. Working closely with stakeholders across Operations, Technology, Risk and Compliance, the role involves supporting end-to-end change delivery, including gathering and documenting business requirements, coordinating change requests, facilitating workshops and contributing to business case development. You will be involved in building strong relationships with internal teams and external partners, providing appropriate challenge to ensure the safe and effective execution of change. You’ll play a key role in stakeholder engagement, acting as a link between business and technical teams, and supporting communication and training to enable smooth adoption. The Senior Analyst conducts impact assessments to identify risks and dependencies, ensures compliance with regulatory and internal standards, and supports post-implementation reviews to drive continuous improvement. In addition, they maintain accurate, audit-ready documentation, produce reports and dashboards to track progress and outcomes, and identify opportunities to enhance change processes and governance. About you For this role, you will have: Proven experience in change delivery and project support Strong communication and relationship-building skills, with the ability to engage effectively at all levels Experience working closely with subject matter experts to deliver project outcomes Strong problem-solving skills, with the ability to identify issues and implement practical solutions Experience supporting process change and alignment initiatives The ability to manage multiple priorities and adapt in a rapidly changing environment Demonstrates creative thinking, curiosity and a continuous improvement mindset Strong organisational skills, with the ability to prioritise effectively and manage stakeholder expectations Ability to influence change positively and collaboratively, turning ideas into actionable solutions 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. Qualifications The extras you’ll get There are all sorts of employee benefits available at Nationwide, including: 25 days holiday, pro rata Access to private medical insurance A highly competitive pension to help you build a strong foundation for retirement Access to an annual performance-related bonus Training and development to help you progress your career A great selection of additional benefits through our salary sacrifice scheme Life assurance to provide peace of mind for you and your loved ones in the event of your death Wellhub – access to a range of free and paid options for health and wellness Up to 2 days of paid volunteering a year 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. The hiring manager for this role is Paul Suttill, and the main recruitment contact is Angela Darbar.