Senior Analyst in Leeds

Our Collections and Recoveries team is undergoing an exciting period of strategic investment, with significant improvements being made across the Collections operation. These enhancements will ensure the function is fit for purpose within an increasingly complex and evolving regulatory environment, while continuing to deliver tailored, fair, and sensitive solutions that reflect individual customer circumstances. Achieving positive customer outcomes remains at the heart of everything we do, alongside creating a more engaging and rewarding experience for our colleagues on the front line.

We’re now looking for a talented individual to join us and help deliver this ambitious transformation. Working collaboratively with colleagues across Virgin Money and Nationwide, you’ll play a key role in strengthening the Collections and Recoveries function. The Collections Strategy team is responsible for protecting the bank’s asset quality and supporting customers experiencing financial difficulties through effective credit strategy management, performance monitoring, cross‑business project involvement, and proactive communication across the organisation.

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 monthly in Leeds.

If your application is successful, your hiring manager will provide further details on how this works. Virgin Money is now part of Nationwide. Nationwide acquired Virgin Money in October 2024. Virgin Money continues to serve customers on the high street, and there will be a phased and considered integration over the coming years. You’ll be employed by Nationwide from day one, delivering real impact and benefitting from a highly competitive range of benefits. We’re a workplace where you’re rewarded, recognised and celebrated.

The extras you’ll get:

• 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 to do next: 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.

What you’ll be doing: You will be responsible for monitoring and optimising the effectiveness of the bank’s customer contact strategies for mortgage collections, including how we contact customers at the right time, with the right message. This includes producing insightful management information and commentary on dialler, telephony, and digital performance against business plans, forecasts, and capacity, enabling data‑driven decision‑making. The role will have full ownership of the scoping, design, development, and implementation of customer contact strategies, ensuring all activity remains fully compliant with regulatory requirements.

You will identify and deliver improvements to telephony systems and operational processes to drive increased effectiveness, efficiency, and cost reduction. Working closely with internal technology teams, third‑party suppliers, and resource planning teams, you will support the delivery of changes while ensuring demand and capacity are aligned. You will also represent the team in cross‑business projects and forums, particularly those related to new dialler and telephony technologies such as Digital Contact Centres, while managing and prioritising your own workload in line with agreed objectives and management priorities.

About you: For this role, you will have:

• Proven experience in a Contact Centre / Collections role demonstrating an excellent ability to analyse and interpret data, showing a logical approach to problem‑solving in relation to both business and technical issues
• Hands‑on experience managing and optimising customer contact strategies
• Familiarity with telephony systems and digital contact centre technologies
• Strong ability to analyse performance metrics and deliver insightful Management Information with commentary
• Experience using data to drive operational improvements and efficiency
• Excellent report writing and presentation skills
• Excellent communication and stakeholder management 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.