Channel Performance Senior Partner in Swindon

Description

We're looking for an experienced insight and performance leader to join our Channel & Performance Insight function as Channel & Performance Senior Partner. This role forms part of the senior leadership layer of the function, accountable for leading major insight domains, shaping priorities, influencing senior stakeholders and developing the future capability of the team.

This is an exciting opportunity to help shape a newly evolving function responsible for helping the organisation understand what is happening across our customer channels and operations, why it is happening, and where to focus next. The role aligns to the future Channel & Performance Insight operating model, which is being designed to provide insight across Retail Services, Customer Operations, Digital and end-to-end customer journeys.

As a Channel & Performance Senior Partner, you'll be accountable for a significant domain within the Channel & Performance Insight function. You'll partner with senior stakeholders to shape priorities, understand business performance, identify opportunities and risks, and ensure decisions are informed by evidence rather than opinion. You'll provide leadership and direction for your domain, developing capability within the team and helping shape the future evolution of the function. You'll be a highly credible insight leader who combines business understanding, analytical judgement, stakeholder influence and people leadership, creating clarity from complexity and helping leaders focus on the areas that matter most.

You'll bring together data, insight, customer understanding and business context to create clear narratives that help leaders make better decisions and focus their attention where it will have the greatest impact. You'll be comfortable operating in complex environments, bringing together multiple sources of information to form a clear perspective and helping others navigate ambiguity and change.

The role will play a key part in shaping both the future capability of the team and the way insight supports decision-making across the wider organisation. This is a rare opportunity to join the leadership team of a newly evolving insight function and help define how insight is prioritised, delivered and used across the organisation.

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.

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 office or hub. There will be a need to regularly connect with colleagues for collaboration and in some locations, you’ll be expected to spend at least two days a week, or if part time, you'll spend 40% of your working time, in the office. If your application is successful, your hiring manager will provide further details on how this works.

Nationwide is committed to the redeployment of our employees impacted by change, as such applications for redeployment candidates will be prioritised in this recruitment process.

If you’re a colleague on long-term absence (for example, on parental leave) or a temporary worker, please use your personal email address to submit an application.

Responsibilities

What you’ll be doing

As a senior leader within the Channel & Performance Insight team, you will own a significant insight domain, setting priorities, directing resources and ensuring activity is focused on the business questions that deliver the greatest value. Acting as the key insight partner to senior leaders, you will use data and evidence to influence strategic decisions, shape priorities and inform investment choices, providing constructive challenge and clear recommendations. You will translate complex data and business information into meaningful, actionable insights, identifying trends, opportunities and performance drivers across customer channels, journeys and operations.

You will lead complex investigations to uncover the factors driving business performance, helping stakeholders understand not only what is happening, but why it is happening and what actions should be taken next. Responsible for managing and prioritising demand, you will ensure insight resources are focused on the highest-value opportunities and aligned to business objectives. Building strong relationships across Data & Enablement, Operational Excellence, Workforce Planning, Change, Channel teams and other specialist functions, you will collaborate to deliver insight that drives improved business outcomes.

The role also includes leading and developing a team of insight professionals, creating a culture of accountability, continuous improvement and professional growth. You will coach colleagues, raise capability across the wider function and promote best practice in insight generation, storytelling and decision support.

As the function continues to evolve, you will play a key role in shaping the future Channel & Performance Insight operating model, influencing service delivery, demand management approaches and ways of working to ensure the team continues to deliver high-quality, impactful insight across the business. You will help define how insight is prioritised, generated and applied across the organisation, strengthening the connections between customer, channel and operational understanding to support better decision-making and improved business outcomes.

About you

You'll have:

• Experience leading insight, analytics, performance or business intelligence teams in a complex environment
• Experience owning a business domain, portfolio or capability area, including prioritising demand, focusing resources on the areas of greatest value, setting direction and balancing short-term delivery with longer-term strategic goals
• Excellent stakeholder management skills, with a proven track record of building trusted relationships and influencing senior business decisions through evidence and insight
• Strong communication and storytelling capability, with experience translating complex information into clear, actionable recommendations and presenting to senior audiences.
• Strong problem-solving and investigation skills, with the ability to move beyond symptoms to understand underlying drivers
• Experience developing people, building capability and creating high-performing teams or communities of practice
• The ability to operate effectively in ambiguity, creating clarity, focus and direction for both stakeholders and colleagues

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.

Qualifications

The extras you’ll get

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

• 25 days holiday, pro rata

• 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

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.

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.

The hiring manager for this role is Lucy Barton, and the main recruitment contact is Angela Darbar.