Customer Insights Manager

This is an exciting opportunity to work within the new Customer, Brand and Engagement community. Working in the Customer Strategy, Insights & Propositions team. You’ll be responsible for the direction, development, and coordination of insights to help inform and shape our customer strategy.

At the heart of this strategy and insight are our 17 million customers, who are at the forefront of every decision we make as a business. Every role, no matter its accountabilities, is customer focused.

In Customer, Brand and Engagement we are embarking on a programme of investment to support the delivery of our new strategy. As part of this investment, we have a number of different roles within Customer Strategy, Insights & Propositions that we are recruiting for.

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, at one of our offices. 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.

This role requires you to travel into the office 2-3 days a week, at either our London or Swindon hub.

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.

Please note that should you be successful in securing this role the job title on our internal systems will be Insight and Reporting Manager

What you’ll be doing

You’ll work across the Customer Strategy, Insight & Propositions team to ensure joined up, prioritised and compelling understanding of customers across the wider organisation (including senior leadership and Board), to drive optimal strategic decision making:

• You’ll be focusing on both Nationwide customers’ relationship with the Society and the implications of the external environment ensuring insights drive strategy and enable Nationwide to make decisions with up-to-date and objective insights
• You’ll be supporting the curation of insights that will be consumed at both Exco and Board level, synthesising multiple inputs from across the team and Society into concise and compelling narratives.

About you

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

• Experience in developing compelling consumer insights for senior and wider internal audiences
• An ability to work across the organization to ensure insights are holistic (e.g. with product teams, Finance/Treasury, Risk, Marketing etc)
• An ability to work across a broad strategy and insights team, coordinating with (for example) research and analytics teams to deliver holistic insights, strategy, and support for Exco/Board
• Experience in developing narratives and presenting to a variety of audiences, including exec level
• Broad understanding of consumer trends and macro-economic drivers of consumer sentiment and behaviour
• Understanding of the external financial services market, core competitors and holistic market environment and trends
• An understanding of the commercial side of financial services, with a good knowledge of financial services P&L methodology and associated measures of profitability

Our Customer First behaviours are all about putting customers and members at the heart of how we work together. You can strengthen your application by showing the behaviours that resonate with you, and how you might have already demonstrated these.

• Say it straight - This is about being honest and direct with good intent and saying what needs to be said in the room. It’s also about being clear, precise, and using language that we and, importantly, our customers and members can understand.
• Push for better - This is about aiming high and constantly looking for better in how we work together and serve our customers and members.
• Get it done - This is about prioritising what will have the greatest impact, being decisive and taking accountability for delivering on the end-to-end outcome.

We know applying for jobs can sometimes feel like you’re sending an application into a black hole. We review each application individually. So, it’s a good idea to call out your most relevant experience on your application to give yourself the best chance.

The extras you’ll get

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

• A personal pension – if you put in 7% of your salary, we’ll top up by a further 16%
• Up to 2 days of paid volunteering a year
• Life assurance worth 8x your salary
• A great selection of additional benefits through our salary sacrifice scheme
• Gympass – Access to a range of free and paid options for health and wellness.
• Access to an annual performance related bonus
• Access to training to help you develop and progress your career
• 25 days holiday, pro rata

What makes us different

Nationwide is the world’s largest building society. With over 15 million customers, we have a relationship with almost a quarter of the UK’s population. We’ve got the scale to compete with the big banks, but we’re not a bank.

As a building society, we’re owned by our members – that’s our customers who have their current account, mortgage or savings with us. It means we can do things differently to deliver our Purpose – Banking – but fairer, more rewarding, and for the good of society.

When you work at Nationwide, you can experience that difference for yourself. You’ll be part of a high-performing, purpose-driven organisation that offers rewarding career experiences and a highly competitive range of benefits to match. You’ll also be joining us at an important time as we seek to reach more and more people in the UK. We want everyone in the UK to know that they don’t have to bank with a bank. They can choose a modern mutual instead.

What to do next

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’d also like to see a portfolio of some of your work.

We respond to everyone, so we will be in contact shortly after the closing date to let you know the outcome of your application. If it’s already been defined please provide an overview of the assessment process and a timeline of when assessments will be.

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