Insight & Reporting Manager – Customer Experience Insight

We are looking for an experienced and data-driven Customer Experience Insight Manager to join our team. Working in the Customer Strategy, Insights & Propositions team, you’ll be responsible for the development, and coordination of customer experience insights to help understand performance and inform executive decision making in support of our customer strategy.

You will be focused on developing measurement methodologies and frameworks, curating impactful insight, and assessing performance across the drivers of customer experience. Your role will help ensure joined up, prioritised and compelling customer understanding across the Society.

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 in monthly onsite in Swindon. If your application is successful, your hiring manager will provide further details on how this works. You can also find out more about our approach to hybrid working here
.

If we receive a high volume of relevant applications, we may close the advert earlier than the advertised date, so please apply as soon as you can.

What you’ll be doing

You’ll be the expert in customer experience relationship insights, understanding what drives our overall relational experience and how our experiences compare to competitors.

You’ll support the ongoing development and implementation of our customer experience competitor benchmark study to help deliver our new customer strategy; identifying insights to support ongoing delivery/opportunities, whilst also measuring its success.

You’ll be the subject matter expert on the drivers of customer experience satisfaction; leading the continuous development of our measurement and insights in response to evolving customer expectations and insight capabilities.

You’ll be curating insights that will be consumed at both Exco and Board level, synthesising multiple inputs into concise and compelling insights. You’ll be as confident presenting the reports as you will writing them.

Working closely with both product and channel partners, you’ll provide the “customer view” of performance, enabling Nationwide to make informed decisions on challenges and opportunities.

About you

You’ll be an experienced Customer Insights Manager, with a broad range of experience ideally from a financial services background. You’ll bring:

• An ability to lead insight development to deepen organizational understanding of key business issues, including where stakeholders have a broad range of priorities/interests
• Strong skills in managing customer experience trackers and using data analysis/data mining approaches to provide insights into customer experience and trends
• A strong ability to join dots between disparate inputs to provide compelling and concise narrative, engaging with exec level audiences in both informal and formal settings
• Proficient in using data analytics tools and platforms (e.g. Askia, excel)
• Experience in managing third party suppliers and using 3rd party sources such as CMA, UKICS, BDRC, FRS
• A good knowledge of the importance of customer experience in driving commercial performance

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…