Customer Experience Insight Analyst

Nationwide; Swindon; Hybrid; GBP 38,000 - 52,000; Full time

Benefits offered by this job

Private medical insurance

A highly competitive pension

Annual bonus

Training and development

Salary sacrifice scheme

Life assurance

Wellhub – health and wellness

Up to 2 days volunteering

Job summary

Nationwide is seeking a proactive Analyst in the Complaints Root Cause team to lead analysis on complaints data and work with the business to fix issues impacting members.

You will translate metrics into RCA MI, generate actionable insights, and manage performance data, providing assurance to senior stakeholders on impact and pro-active issue management.

Qualifications

• Understanding and experience of using Root Cause methodology.
• Confident influencing skills and experience producing high quality insights and articulating key messages to a senior audience.
• Comfortable identifying and addressing pain points of a customer journey.
• An analytical thinker with a curious mindset, having a keen eye for detail when it comes to spotting trends/patterns within data and knowledge of insight generation techniques.
• A natural collaborator with the ability to develop effective relationships with stakeholders across Nationwide to input into action plans focused on improving the experience for our members and reducing complaints.
• Strong organisational and time management skills, able to work in a fast-paced environment with competing priorities.

Responsibilities

• Lead analysis on our complaints data and work with the business to fix issues we see through our analysis.
• Translate and evaluating metrics into business focused complaints RCA MI.
• Lean into your analytical skills for the creation of compelling actionable insight and management of performance data & insights, providing assurance to senior personnel on the impact complaint volume increases to allow pro-active management of issues as they arise.
• Strong communication with colleagues in Customer Resolutions and wider business to help them understand complaints performance.

Skills

Root Cause methodology

Influencing skills

Analytical thinking

Insight generation

Stakeholder management

Communication

Job description

This is a role within the Complaints Root Cause team, who use complaints insight and a variety of metrics to identify issues that are impacting our members. Working closely with the wider business to fix issues we see through our analysis.

We currently have a a 12 month secondment opportunity and a permanent opportunity.

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 Northampton, Swindonor Dunfermline office. 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 .

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.

Uncompromisingly Customer, whatever our role

The extras you’ll get

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

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.

Keeping your data and personal information confidential is important to us. To find out more about how we use and process your data, please read our Privacy policy .

If you want to find out more about using AI in our recruitment process, please read more here .

Disability Confident

We’re not just guided by data, we’re driven by the real experiences of our people. We’re a Disability Confident Level 3 Leader, the highest level.

That’s why we’re constantly evolving our policies and practices to make sure everyone feels genuinely supported, valued, and empowered to champion inclusion. Whatever your needs, we’re here to support you. If you need any additional support throughout your application journey, email our team at Recruitment Support .

The hiring manager for this role is Jordan Owen, and the main recruitment contact is Jemma Ives.

What you’ll be doing

Working as part of our Complaints Root Cause Team, we are looking for proactive individual with a curious mindset to lead analysis on our complaints data and work with the business to fix the issues that our customers encounter.

You’ll also be translating and evaluating a variety of metrics from a range of sources into business focused complaints RCA MI. You’ll lean into your analytical skills for the creation of compelling actionable insight and management of performance data & insights, providing assurance to senior personnel on the impact complaint volume increases to allow pro‑active management of issues as they arise.

Strong communication skills will be key, as you’ll be working closely with your colleagues in Customer Resolutions and building relationships in the wider business to help them understand complaints performance.

About you

The minimum requirements for the role are:

• Understanding and experience of using Root Cause methodology
• Confident influencing skills and experience producing high quality insights and articulating key messages to a senior audience
• Comfortable identifying and addressing pain points of a customer journey
• An analytical thinker with a curious mindset, having a keen eye for detail when it comes to spotting trends/patterns within data and knowledge of insight generation techniques to find the issues that impact our customers
• A natural collaborator with the ability to develop effective relationships with stakeholders across Nationwide to input into action plans focused on improving the experience for our members and reducing complaints
• Strong organisational and time management skills, able to work in a fast-paced environment with competing priorities

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.

Job Info

• Job Identification 5399
• Apply Before 10/16/2026, 10:55 PM
• Locations Nationwide House, Swindon, Wiltshire, SN38 1NW, GB Kings Park Road, Northampton, Northamptonshire, NN3 6NW, GB Masterton House, Dunfermline, Fife Region, KY11 8NX, GB