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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 customer-first values and continuous improvement.
- Benefits: Enjoy private medical insurance, competitive pension, and annual performance bonuses.
- Other info: Flexible working options and opportunities for personal development available.
- 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 in London employer: Description This
Contact Detail:
Description This Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Experience Insight Analyst in London
✨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 in previous roles. Bring along some examples of actionable insights you've created.
✨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 in London
Some tips for your application 🫡
Know Your Audience: When you're writing your application, remember that the hiring team is looking for someone who puts members at the heart of everything. Tailor your language and examples to show how you can enhance customer experience and resolve complaints effectively.
Showcase Your Skills: Highlight your understanding of Root Cause methodology and your ability to analyse data. Use specific examples from your past experiences to demonstrate how you've successfully identified issues and implemented solutions that improved customer satisfaction.
Be Clear and Concise: Make sure your application is easy to read. Use bullet points where necessary and keep your sentences short and to the point. This will help us quickly see your qualifications and how they align with the role.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets into the right hands. Plus, it shows us that you’re genuinely interested in joining our team!
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 solve problems in the past.
✨Showcase Your Communication Skills
This role requires strong influencing skills and the ability to communicate insights effectively. Prepare examples of how you've translated complex data into actionable insights for senior audiences, and practice explaining your findings clearly and concisely.
✨Understand the Customer Journey
Familiarise yourself with the complaints landscape at Nationwide. Be prepared to discuss specific pain points in customer journeys you've encountered and how you've addressed them. This shows that you can empathise with members and are committed to improving their experience.
✨Build Relationships
The role involves collaborating with various stakeholders. Think of examples where you've successfully built relationships across teams to drive change. Highlight your organisational skills and how you manage competing priorities while maintaining effective communication.