Customer Experience Insight Manager

JR United Kingdom; England; Hybrid; GBP 45,000 - 65,000; Full time

Job summary

A leading company in the financial services sector seeks a Customer Experience Insight Manager to enhance customer feedback programs and insights. This role drives improvement across customer touchpoints and fosters a data-driven approach to service excellence, requiring strong analytical skills and stakeholder engagement.

Benefits

Personal pension with employer top-up

Paid volunteering days

Life assurance (8x salary)

Salary sacrifice benefits

Health and wellness options via Wellhub

Performance bonus

Training and development opportunities

Qualifications

• Experience in customer experience research, preferably in financial services.
• Proactive and customer-centric.
• Strong analytical and problem-solving skills.

Responsibilities

• Maintain customer experience feedback measurement and tracking systems.
• Analyze feedback to identify drivers of satisfaction.
• Collaborate across teams for customer perspective in decision-making.

Skills

Analytical skills

Problem-solving skills

Stakeholder management

Communication

Tools

Medallia

Job description

Customer Experience Insight Manager, England

Client: Nationwide Building Society

Location: England, United Kingdom

Job Category: Other

EU work permit required: Yes

Job Views: 2

Posted: 31.05.2025

Expiry Date: 15.07.2025

Job Description

Our Customer Experience Tracker programme is key to our ambitions to be number one for customer experience. We partner with leading industry experts capturing feedback from over 500,000 customers each year.

This is an exciting opportunity for an experienced customer experience research professional to join the Customer Strategy, Insights & Propositions team supporting our ambitious plans to extend the breadth and depth of coverage to capture feedback across all customer touchpoints.

This role is within Customer Brand & Engagement, responsible for building and maintaining Nationwide’s brand and reputation both internally and externally.

As part of the Customer Performance Insight & Reporting team, you’ll be responsible for maintaining and developing our customer experience measurement and tracking to provide insights across all customer journey touchpoints, helping identify opportunities for process and service improvements.

You’ll work closely with insight, channel, and product teams to provide a comprehensive customer view, enabling insight-led decisions aligned with Nationwide’s strategic objectives.

We offer hybrid working, supporting collaboration in our UK-wide estate and home working. Regular onsite presence at our regional hub in Swindon (monthly) is expected. Further details will be provided upon successful application.

Applications are encouraged promptly as the vacancy may close early if high volume is received.

Responsibilities

• Maintain our customer experience feedback measurement and tracking systems.
• Analyze customer feedback to identify drivers of satisfaction and areas for improvement.
• Collaborate with teams to provide a customer perspective for decision-making.
• Lead the development of our CX programme and measurement capabilities in response to evolving customer needs.
• Support and develop team members to foster a centre of excellence in customer experience insight.

About You

• Experienced customer experience researcher, preferably with financial services background.
• Proactive, customer-centric, with strong analytical and problem-solving skills.
• Excellent communicator with stakeholder management skills.
• Capable of managing multiple priorities under pressure.
• Knowledge of CX measurement methodologies and platforms like Medallia.
• Understanding of the financial services market environment.

Our Customer First Behaviours

• Feel what customers feel – Empathize with customers using their feedback.
• Say it straight – Communicate honestly and clearly.
• Push for better – Challenge the status quo and seek continuous improvement.
• Get it done – Prioritize impactful actions and deliver results.

Additional Benefits

• Personal pension with employer top-up
• Paid volunteering days
• Life assurance (8x salary)
• Salary sacrifice benefits
• Health and wellness options via Wellhub
• Performance bonus
• Training and development opportunities

Nationwide is a mutual, owned by its members, committed to fairer, customer-focused financial services. We value growth, recognition, and societal impact. Join us if you are inspired by our purpose and values.