Customer Experience Insight Manager

Description

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Our Customer Experience Tracker programme is key to our ambitions to be number one for customer experience. We partner with leading industry experts capturing feedback from over 500,000 customers each year.

This is an exciting opportunity for an experienced customer experience research professional to join the Customer Strategy, Insights & Propositions team supporting our ambitious plans to extend the breadth and depth of coverage to capture feedback across all customer touchpoints.

This role is within Customer Brand & Engagement, which is responsible for building and maintaining Nationwide’s brand and reputation both internally and externally.

As part of the Customer Performance Insight & Reporting team, you’ll be responsible for maintaining and developing our customer experience measurement and tracking to provide customer experience insight across all touchpoints of the customer journey, helping identify opportunities to improve processes and the service provided to customers.

You’ll work closely with wider insight, channel and product teams to provide the “customer view” of their experience across all journeys, enabling insight led decisions, that align with Nationwide’s strategic objectives.

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 hub. There will be a need to regularly connect with colleagues for collaboration events in one of our office sites. This is anticipated to be in monthly onsite in Swindon. 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.

If we receive a high volume of relevant applications, we may close the advert earlier than the advertised date, so please apply as soon as you can.

What you’ll be doing

As a Customer Experience Insight Manager you will:

Work with a team maintaining our customer experience feedback measurement and tracking, to provide customer experience insight across all touchpoints of the customer journey.

Analyse customer feedback and produce insight to identify positive drivers of satisfaction and opportunities to improve processes and the service provided to customers, to deliver our customer strategy.

Collaborate with colleagues within the team and broader Nationwide functions, providing the “customer view” to support insight-led decisions.

Be proactive and creative in your approach, leading the continuous development of our CX programme and measurement capability, in response to evolving customer expectations and latest research development to maximise insight across all customer touchpoints.

Support the development of others in the team, enabling the team to be a centre of excellence for customer experience insight.

About you

You’ll be an experienced customer experience research professional, with a broad range of experience ideally from a financial services background. You’ll bring:

• A proactive attitude with a real enthusiasm for customer centricity and improving the customer experience.
• Strong analytical and problem-solving skills.
• Excellent communication skills and the ability to build effective working relationships with multiple stakeholders and external third parties.
• An ability to work under pressure with multiple pieces of work at the same time, together with strong prioritisation/planning skills to deliver accurate, relevant and timely information.
• Experience within a market research or consumer insight role, with in-depth knowledge of customer experience, customer journeys, and measurement best practice, trends and technologies.
• Experience in customer feedback/satisfaction/NPS programmes end to end, from sample requirements, survey design through to reporting.
• Ability to utilise CX measurement/tracking research methodologies and customer feedback to form an accurate and measurable picture of customer experience.
• Experience using Medallia customer experience management platform, or similar platforms from other providers.
• An understanding of the external financial services market, core competitors and the holistic market environment.

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

There are all sorts of employee benefits available at Nationwide, including:

• A personal pension – if you put in 7% of your salary, we’ll top up by a further 16%
• Up to 2 days of paid volunteering a year
• Life assurance worth 8x your salary
• A great selection of additional benefits through our salary sacrifice scheme
• Wellhub – Access to a range of free and paid options for health and wellness
• Access to an annual performance related bonus
• Access to training to help you develop and progress your career
• 25 days holiday, pro rata

Banking – but fairer, more rewarding, and for the good of society

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.