Customer Experience Insight Analyst in Glasgow

As a Customer Experience Insight Analyst, you’ll be putting our members at the heart of what you do every day. This role is within our Society Complaints function, Customer Resolutions, which is responsible for putting things right for our members when they go wrong and putting in place actions to stop them happening in the future. This is a role within the Complaints Root Cause team, who use complaints insight and a variety of metrics to identify issues that are impacting our members. You’ll be working closely with the wider business to fix issues we see through our analysis to ensure they are not repeated.

We are happy to consider flexible working approaches to help you perform at your best. 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 Glasgow, Swindon, Northampton or Dunfermline office.

Responsibilities:

• Working as part of our Complaints Root Cause Team, we are looking for a proactive individual with a curious mindset to lead analysis on our complaints data and work with the business to fix the issues that our customers encounter.
• Translating and evaluating a variety of metrics from a range of sources into business-focused complaints Root Cause Analysis (RCA) MI.
• Creating compelling, actionable insight and managing performance data & insights, providing assurance to senior personnel on the impact complaint volume increases to allow proactive management of issues as they arise.
• Building relationships in the wider business to help them understand complaints performance.

About you:

• Understanding and experience of using Root Cause methodology.
• Familiarity with the Virgin Money organisation and complaints landscape.
• Confident influencing skills and experience producing high-quality insights and articulating key messages to a senior audience.
• Experience in spotting trends/patterns within data and knowledge of insight generation techniques to find the issues that impact our customers.
• The ability to develop effective relationships with stakeholders across Nationwide to put into action plans focused on improving the experience for our members and reducing complaints.
• Organisational and time management skills and the ability to work in a fast-paced environment with competing priorities.

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.
• Say it straight - We are brave in speaking out and saying what we think – we’re honest and direct with good intent.
• 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.