P&O Senior Consultant in Swindon

We’re looking for a Performance & Operations Senior Consultant to join the Customer Resolutions Operations Planning Team, supporting with resource planning, forecasting, telephony management, operational performance reporting and financial processes across Customer Resolutions. In Customer Resolutions we put things right when they go wrong for our customers and learn from this insight to stop issues happening again. We’re a specialist operational area focused on resolving complaints, remediating incidents, and operating customer data processes. This role offers the opportunity to influence planning decisions across a diverse portfolio of remediation programmes and operational activities. You'll use data and forecasting insight to support resource allocation, financial management and operational performance, whilst building strong relationships with stakeholders across Customer Resolutions.

You will be responsible for producing and maintaining resource and capacity plans for Remediation projects, working closely with stakeholders to understand demand requirements and support planning decisions. The role involves developing forecasting models and performance insights, including utilising reporting from Active Ops (AOM) Control IQ, to support operational decision-making and effective resource management across multiple workstreams. You will also design, develop and maintain Power BI dashboards and reporting solutions, providing meaningful telephony and people performance insights, while supporting telephony operations across Customer Resolutions through Amazon Connect (AWS) line management, real-time performance monitoring, rota management and operational readiness activities. In addition, you will support key financial processes, including quarterly budget refreshes, month-end reconciliations, cost centre reporting and budget tracking to ensure forecasts remain aligned with business performance. The role requires analysing complex datasets to identify trends, risks and opportunities, translating findings into clear and actionable recommendations for stakeholders. You will drive continuous improvement across planning processes, reporting capabilities and operational ways of working to enhance efficiency and business insight, while building and maintaining strong relationships across Customer Resolutions and wider support functions to understand business requirements and deliver effective planning and reporting solutions.

We're looking for a highly organised individual who can manage multiple priorities in a fast-paced environment, work independently and build strong relationships across a wide range of stakeholders. You'll enjoy solving problems, working with data and influencing operational decisions through insight and forecasting expertise. You'll be comfortable balancing attention to detail with the ability to understand the wider operational picture. As a minimum requirement you’ll have:

• Advanced working knowledge of Microsoft Excel, including complex formulas, PivotTables, PowerQuery and ideally VBA, alongside strong knowledge of Microsoft Office applications
• Forecasting, capacity planning or workforce planning experience in an operational environment, with working knowledge of workflow management principles
• Experience using data and MI to support operational decision making, with PowerBI experience highly desirable
• Proven analytical and problem-solving skills, with the ability to translate data and forecasts into clear, accurate and actionable insight for a range of stakeholders
• Confident stakeholder management and communication skills, with the ability to influence outcomes, challenge constructively and build effective working relationships
• Proven ability to manage competing priorities and consistently deliver high-quality outputs to deadlines

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.

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

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.