Performance Analyst

Description This; Swindon; Hybrid; GBP 34,000 - 48,000; Full time

Job summary

Nationwide is recruiting a Performance Analyst to support the Customer Resolutions team in using data to improve member outcomes. The role supports the complaints root cause function, turning insights into actions to prevent recurrence.

You will work in a hybrid model across Nationwide's UK offices, with two days onsite per week at Swindon, Northampton, or Dunfermline, and flexible home-working options where possible.

Qualifications

• Experience analysing data to spot trends and identify issues affecting members.
• Curious mindset to research data and understand root causes.
• Proven organisational and time management skills in fast-paced environments.
• Experience producing high-quality reports and presenting key messages to senior audiences.
• Ability to cultivate relationships within their team and the wider business.
• Experience using Excel and data manipulation techniques.

Responsibilities

• Analyse data to identify trends and issues impacting members.
• Produce and present reports to senior stakeholders.
• Collaborate with Customer Resolutions and wider business to implement improvements.

Skills

Data analysis

Reporting

Communication

Stakeholder engagement

Tools

Excel

Job description

As a Performance Analyst you’ll be putting our members at the heart of what you do everyday. This role is within our society complaints function, Customer Resolutions, which is responsible for putting things right for our members when they go wrong and putting in place actions to stop them happening in the future.

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.

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, Northampton or 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.

We respond to everyone, so we will be in contact shortly after the closing date to let you know the outcome of your application.

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 .

Apply safely with Nationwide

Recruitment scams can look convincing, so take a moment to check the role is listed on our official careers site and read our guidance on Don’t be conned by a job scam.

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

Please note that should you be successful in securing this role, the job title on our internal systems will be Analyst.

Banking - but fairer, more rewarding, and for the good of society

Confident 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:

Experience of analysing data to spot trends/patterns to be able to identify issues that impact our members – Need to have a curious mindset to research data or have the confidence to understand and explain the root cause

Proven organisational and time management skills and able to work in a fast‑paced environment with competing priorities

Experience in producing high quality reports and articulating key messages to a senior audience

Ability to confidently cultivate relationships both within their own team and the wider business (both verbally and in writing)

Experience of using Excel and familiarity with data manipulation techniques

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 5066
• Apply Before 09/21/2026, 10:55 PM
• Locations Nationwide House, Swindon, Wiltshire, SN38 1NW, GB Masterton House, Dunfermline, Fife Region, KY11 8NX, GB Kings Park Road, Northampton, Northamptonshire, NN3 6NW, GB