Member Relations Partner

At Nationwide, we openly put our customers at the centre of every decision we make as a business. Every role, no matter what it's doing, is customer focused. In Customer Resolutions, our focus is on resolving issues for our customers when things go wrong and preventing them from happening again.

As we continue to evolve our processes, data capabilities and technology landscape, we're looking for an experienced Business Partner to help shape the future of management information, reporting and operational insight across our function. This is a unique opportunity to play a leading role in the design, development and delivery of future data and reporting capabilities supporting large-scale transformation, migration and integration activity.

Working across operational, technical and governance teams, you'll help ensure data is understood, governed and transformed into meaningful insight that drives better customer outcomes, operational excellence and regulatory compliance. You’ll act as a conduit to our operational functions ensuring that their needs are met, translating complex requirements into practical solutions, influencing stakeholders at all levels and ensuring future reporting, tooling and data structures are fit for purpose within a rapidly changing environment.

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 office or hub. There will be a need to regularly connect with colleagues for collaboration and in some locations you’ll be expected to spend at least two days a week, or if part time you'll spend 40% of your working time, in the office.

If your application is successful, your hiring manager will provide further details on how this works.

The extras you’ll get include:

• 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

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 you’ll be doing:

As a Business Partner, you'll play a key role in shaping the future of management information, reporting and insight across Customer Resolutions. Working at the intersection of business, data and technology, you'll support complex migration, integration and transformation programmes, ensuring data remains accurate, governed and fit for purpose throughout periods of significant change.

You’ll partner closely with colleagues across Technology, Data, Risk, Governance and Operational teams to design and deliver sustainable reporting and insight solutions that meet both business and regulatory needs. Acting as a trusted advisor, you'll help translate complex business requirements into meaningful reporting, dashboards and analytical outputs that support informed decision-making at all levels of the organisation.

A key part of the role will involve driving improvements in data quality, governance and reporting standards, including the development and maintenance of data dictionaries, reporting frameworks and data lineage documentation. You'll champion best practice in data management, ensuring appropriate controls, governance and data minimisation principles are embedded throughout reporting and decision-making processes.

You’ll also identify opportunities to simplify, automate and modernise management information through enhanced tooling, technology and data processes. Through stakeholder engagement, facilitation and requirements gathering activities, you'll influence the design of future-state reporting capabilities, helping to create a more efficient, insight-led environment that supports operational performance, regulatory compliance and improved customer outcomes.

About you:

The minimum requirements for the role are:

• Experience supporting large-scale change, migration, integration or transformation programmes.
• Working knowledge of data governance, data quality and reporting controls.
• Understanding of regulatory reporting requirements within a regulated environment.
• Experience gathering, analysing and translating complex business requirements.
• Proven stakeholder management and influencing skills across operational, technical and senior leadership audiences.
• Experience working with modern reporting, analytics and visualisation tools.
• Ability to explain complex information clearly (both verbally and in writing).
• Experience within Financial Services, Customer Operations, Complaints, Risk, Regulatory Reporting or Data Transformation would be advantageous.

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.