Customer Experience Insight Analyst in Northampton

• Swindon, United Kingdom
• Glasgow, United Kingdom
• Dunfermline, United Kingdom
• Northampton, United Kingdom

Overview

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 to do next

We respond to all applications. The hiring manager for this role is Mark Duffy and the main recruitment contact is Jemma Ives.

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.

Job Info

• Job Identification 3068
• Apply Before 05/13/2026, 10:55 PM
• Locations:
  • 92/96 Argyle Street, Glasgow, Glasgow City, G2 8BQ, GB
  • Masterton House, Dunfermline, Fife Region, KY11 8NX, GB
  • Kings Park Road, Northampton, Northamptonshire, NN3 6NW, GB
  • Nationwide House, Swindon, Wiltshire, SN38 1NW, GB