Customer Experience Insight Analyst in Birmingham

Our Customer Experience Tracker programme is key to our ambition to be number one for customer experience. We partner with leading industry experts, capturing feedback from over 500,000 customers each year. We’re embarking on an exciting journey to develop and improve our measurement approach. This is a great opportunity for someone who wants to develop their career in customer insight.

You’ll be part of the team responsible for maintaining and developing our customer feedback programme - Experience Tracker. You’ll also help to further develop the breadth and depth of coverage to capture customer feedback across all customer touchpoints. This role is within the Customer Brand and Engagement, which is responsible for building and maintaining Nationwide’s brand and reputation both internally and externally. This is an exciting opportunity to work within the Customer Strategy Insights & Propositions team.

You’ll be supporting the co-ordination and development of customer experience research strategies to support our customer strategy. We are happy to consider flexible working approaches to help you perform at your best. The working hours (per week) for this role can be between 28 and 35 hours. This is a 9-month secondment 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.

Responsibilities:

• You’ll play a key role in ensuring our customer experience surveys are performing effectively, monitoring everything from sample accuracy to customer drop out and response rates.
• Alongside this, you’ll take ownership of a range of daily, weekly and monthly activities that keep the programme running smoothly.
• You’ll spend time analysing customer feedback, turning it into meaningful insight that highlights what’s driving satisfaction and where we can improve, helping us deliver a personal, seamless and easy experience from start to finish.
• You’ll also bring a proactive and creative mindset, contributing ideas to evolve and strengthen the programme, so we continue to capture valuable feedback across all customer touchpoints.
• Working closely with colleagues across the team and wider Nationwide functions, you’ll collaborate to share insight, influence improvements and ensure our approach to customer feedback continues to develop.

About you:

• A proactive attitude with a real enthusiasm for customer centricity and improving the customer experience.
• Proficient in Excel, PowerPoint and analysis tools.
• Experience within a market research or customer insight role, with knowledge of customer experience best practice, trends and technologies.
• Strong analytical and problem-solving skills, able to translate findings into actionable insight.
• A natural curiosity and great attention to detail.
• Comfortable working both independently and in a collaborative team setting.
• The ability to present information in spoken, written or visual form to a variety of audiences.
• Excellent planning and organisational skills.

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.

The extras you’ll get:

• 25 days holiday, pro rata.
• 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.

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.