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- Tasks: Analyse customer complaints data to identify and resolve issues for a better member experience.
- Company: Join a leading organisation focused on putting members first.
- Benefits: Enjoy private medical insurance, competitive pension, and training opportunities.
- Other info: Flexible working options and a supportive team environment await you.
- Why this job: Make a real difference by improving customer experiences and reducing complaints.
- Qualifications: Experience in Root Cause Analysis and strong data insight skills required.
The predicted salary is between 30000 - 40000 ÂŁ per year.
As a Customer Experience Insight Analyst you’ll put members at the heart of everything you do. The role sits within the Society Complaints function, Customer Resolutions, which is responsible for resolving complaints and implementing actions to prevent future issues. You will be part of the Complaints Root Cause team, using complaints insight and metrics to identify issues that impact members. Working closely with the wider business, you will use your analysis to fix those issues and prevent recurrence.
Flexible Working
We are happy to consider flexible working arrangements. You will work from one of our sites – Dunfermline, Northampton or Swindon – at least two days per week (or 40% if part‑time). If you are based in the Glasgow hub, you will regularly connect with colleagues, typically once a week.
What you’ll be doing
- Lead analysis of complaints data as part of the Complaints Root Cause Team.
- Translate and evaluate metrics from various sources into business‑focused Root Cause Analysis (RCA) MI.
- Create compelling, actionable insights and manage performance data.
- Provide assurance to senior personnel on the impact of complaint volume increases and enable proactive issue management.
- Build relationships across Customer Resolutions and the wider business to communicate complaints performance.
About you
- Understanding and experience of Root Cause methodology.
- Familiarity with the complaints landscape at Nationwide.
- Strong influencing skills and experience producing high‑quality insights for senior audiences.
- Comfortable addressing pain points of a customer journey.
- Proficient at spotting trends and patterns within data and generating insight.
- Ability to develop effective relationships with stakeholders to translate findings into action plans for improving the member experience and reducing complaints.
- Strong organisational and time‑management skills to work in a fast‑paced environment with competing priorities.
The extras you’ll get
- Access to private medical insurance
- Competitive pension
- Annual performance‑related bonus
- Training and development opportunities
- Salary sacrifice benefits
- Life assurance
- Wellhub health and wellness options
- Up to two days of paid volunteering a year
Values
Nationwide’s customer‑first behaviours focus on empathy, clear communication, continuous improvement, and decisive action to deliver excellent outcomes.
Customer Experience Insight Analyst employer: Description This
Contact Detail:
Description This Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Experience Insight Analyst
✨Tip Number 1
Network like a pro! Reach out to current employees at Nationwide on LinkedIn or through mutual connections. Ask them about their experiences and any tips they might have for landing the Customer Experience Insight Analyst role.
✨Tip Number 2
Prepare for the interview by diving deep into the complaints landscape at Nationwide. Familiarise yourself with their customer-first behaviours and think of examples from your past that showcase your skills in Root Cause Analysis and stakeholder management.
✨Tip Number 3
Showcase your analytical skills during the interview! Be ready to discuss how you've used data to identify trends and improve customer experiences. Bring along some examples of actionable insights you've created in previous roles.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re serious about joining the team and making a difference in customer experience.
We think you need these skills to ace Customer Experience Insight Analyst
Some tips for your application 🫡
Know Your Audience: Before you start writing, take a moment to understand who you're addressing. Tailor your application to reflect the values and needs of the Customer Experience Insight Analyst role. Show us that you get what we're all about!
Be Clear and Concise: We love a good story, but keep it relevant! Use clear language and get straight to the point. Highlight your skills and experiences that directly relate to the job description, especially around Root Cause Analysis and customer insights.
Show Your Passion: Let your enthusiasm shine through! We want to see that you genuinely care about improving customer experiences. Share examples of how you've made a difference in previous roles or projects.
Apply Through Our Website: Don't forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it makes the whole process smoother for everyone involved.
How to prepare for a job interview at Description This
✨Know Your Data
As a Customer Experience Insight Analyst, you'll be diving deep into complaints data. Make sure you brush up on Root Cause Analysis (RCA) methodologies and be ready to discuss how you've used data to identify trends and patterns in past roles. Bring examples of your analysis that led to actionable insights.
✨Understand the Customer Journey
Familiarise yourself with the complaints landscape at Nationwide. Think about common pain points in customer journeys and be prepared to share your thoughts on how to address these issues. Showing that you can empathise with members will resonate well with the interviewers.
✨Build Relationships
This role requires strong influencing skills and the ability to develop effective relationships with stakeholders. Prepare to discuss how you've successfully collaborated with others in previous positions. Highlight any experiences where your insights led to improved member experiences or reduced complaints.
✨Showcase Your Organisational Skills
In a fast-paced environment, time management is key. Be ready to talk about how you prioritise tasks and manage competing priorities. Share specific examples of how you've handled tight deadlines while still delivering high-quality insights to senior audiences.