Description This is an exciting opportunity to work within the Group Customer and Communications community. You’ll be responsible for the development, coordination and execution of research to help inform and shape our customer strategy. You will work across the team to lead insightful research projects that provide deep understanding of our customers’ lives. Your work will guide and influence the strategies that shape our products and services, making a tangible difference to our customers. We are happy to consider flexible working approaches to help you perform at your best. This is a 12 month Fixed Term Contract 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 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. 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. Responsibilities What you’ll be doing Within this role, you’ll develop a deep understanding of our audience’s needs, behaviours, motivations and choices. This understanding will guide and influence decision-making across the business, ensuring the organisation is thinking customer-first. You’ll design and lead research projects, managing them from start to finish. This will include selecting the right tools and methodologies, briefing external agencies and working with stakeholders to ensure that each project meets its objectives. By staying up to date with the latest research techniques you’ll foster innovation in how we approach research, continuously looking for new tools, methods and approaches that keep us on the cutting edge. You’ll ensure that the research we conduct remains relevant, impactful and future-focused. Collaboration will be key. You’ll work closely with cross-functional teams, fostering alignment across departments and ensuring a shared understanding of the customer. You will bring people on the journey with you, ensuring that research findings are applied meaningfully and aligned with broader business objectives. You will manage relationships with external research agencies, ensuring they deliver high-quality, timely findings that align with business needs. You’ll also engage new platforms or partners where necessary to address any gaps in research capability. Within this role, you’ll help build and shape a Centre of Expertise for research, creating scalable frameworks and best practices that can be applied across projects. Your focus will be on developing repeatable processes that ensure timely, valuable findings are delivered to the business, ensuring our customer-first thinking is at the heart of everything we do. About you As a minimum you’ll have/be: Demonstrable experience managing high-impact research projects, with a proven track record of leading and implementing research that delivered measurable outcomes and supported critical understanding and decision making Hands-on expertise in both qualitative and quantitative research methodologies. Your deep experience in applying these methodologies will allow you to tackle complex business questions and provide the clear evidence needed to inform strategic decisions Excellent at distilling research findings and framing them in a way that makes them easy to understand, ensuring they resonate with stakeholders and are easy to action. You will be a brilliant communicator, writer, and content creator, with the ability to turn complex research into compelling narratives that inspire action Highly skilled in relationship management and thrive in collaborative environments. You’ll work seamlessly across teams and functions, ensuring alignment and shared understanding of research findings across the business Naturally curious and open to learning. You’re always looking for new methods, tools, and ideas to stay ahead in the field and continuously improve how research is conducted and applied Proven experience ensuring research findings are embedded, actioned and drive meaningful impact A degree in a relevant research field or human behaviour field such as Psychology, Behavioural Science, Sociology, Anthropology, Quantitative Market Research or the relevant work experience to be successful 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 From January 2026, all Nationwide colleagues will benefit from 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.