At a Glance
- Tasks: Analyse customer feedback to enhance their experience and drive satisfaction.
- Company: Join Nationwide, a leader in customer experience and engagement.
- Benefits: Enjoy flexible working, private medical insurance, and a competitive pension.
- Other info: Exciting 9-month secondment with opportunities for training and volunteering.
- Why this job: Make a real impact on customer satisfaction while developing your career in insights.
- Qualifications: Proficient in Excel and analysis tools, with a passion for customer-centricity.
The predicted salary is between 30000 - 40000 £ per year.
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. 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. 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. This is a 9-month secondment opportunity.
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
What you’ll be doing:
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
Customer First Behaviours:
- 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
Job Identification: 3001
Apply Before: 06/12/2026, 10:55 PM
Locations: 21 High Street, Birmingham, West Midlands, B4 7SL, GB; 1 Threadneedle Street, London, Greater London, EC2R 8AY, GB
Customer Experience Insight Analyst in Swindon employer: Nationwide
Nationwide is an exceptional employer, offering a dynamic work culture that prioritises customer experience and employee development. With flexible working options, a strong commitment to employee wellbeing, and access to comprehensive benefits including private medical insurance and a competitive pension scheme, we empower our team members to thrive both personally and professionally. Join us in Swindon or London, where you can contribute to meaningful customer insights while enjoying a supportive environment that values collaboration and innovation.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Insight Analyst in Swindon
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its customer experience initiatives. Show us that you’re genuinely interested in how they operate and how you can contribute to their goals.
✨Tip Number 3
Practice your pitch! Be ready to explain how your skills and experiences align with the role of Customer Experience Insight Analyst. We want to hear how you can help us improve our customer feedback programme.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows us you’re serious about joining our team at Nationwide.
We think you need these skills to ace Customer Experience Insight Analyst in Swindon
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Customer Experience Insight Analyst role. Highlight your experience in customer insight and any relevant skills that match the job description. We want to see how you can contribute to our mission!
Show Your Passion:Let your enthusiasm for customer experience shine through in your application. Share examples of how you've improved customer satisfaction in previous roles. We love candidates who are genuinely excited about making a difference!
Be Clear and Concise:When writing your application, keep it straightforward and to the point. Use clear language and avoid jargon. We appreciate applicants who can communicate effectively, just like we do with our customers!
Apply Through Our Website:Don’t forget to submit your application through our official website! It’s the best way to ensure it gets to the right people. Plus, you’ll find all the details you need about the role and our hybrid working approach there.
How to prepare for a job interview at Nationwide
✨Know Your Customer Experience
Before the interview, dive deep into customer experience principles and best practices. Familiarise yourself with the latest trends in customer insight and how they apply to the role. This will not only show your enthusiasm but also demonstrate your proactive attitude towards improving customer experiences.
✨Showcase Your Analytical Skills
Prepare to discuss specific examples of how you've used data analysis to drive insights in previous roles. Be ready to explain your thought process and how you translated findings into actionable strategies. This is crucial for a role that relies heavily on turning customer feedback into meaningful insights.
✨Emphasise Collaboration
Since this role involves working closely with various teams, highlight your experience in collaborative settings. Share stories where you successfully influenced improvements through teamwork. This will showcase your ability to work both independently and as part of a team, which is key for this position.
✨Prepare Questions About the Role
Have a few thoughtful questions ready about the Customer Experience Tracker programme and how it fits into Nationwide's overall strategy. This shows your genuine interest in the role and helps you understand how you can contribute to their goals. Plus, it gives you a chance to assess if the company culture aligns with your values.
