Customer Experience Insight Analyst

Job DescriptionCustomer Experience Insight Analyst This is an exciting opportunity to work within the Customer, Brand and Engagement community. Working in the Customer Strategy, Insights & Propositions team, you’ll be supporting the co-ordination and the development of customer experience research strategies to support our customer strategy. In Customer, Brand and Engagement we are embarking on a programme of investment to support the delivery of our new strategy.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.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 doingYou will be working as part of the team responsible for maintaining and developing our customer experience feedback measurement programme (Experience Tracker).You will monitor the performance of existing surveys, from sample accuracy to customer drop out and response rates. You will need to be proactive and creative in your approach, helping to generate ideas to develop and improve on our existing programme to ensure we are capturing customer feedback and insight across all customer touchpoints, to support our ambition to be Number One for customer experience.You will analyse customer feedback and produce insight to identify positive drivers of satisfaction as well as opportunities for improvement.About youWe are looking for somebody who has;A proactive attitude with a real enthusiasm for customer centricity and improving the customer experience.A natural curiosity and great attention to detail.Strong analytical and problem-solving skills.Comfortable working both independently and in a collaborative team setting.Ability to understand, analyse and interpret research, to create actionable insight.Proficient in Excel, PowerPoint and analytics technologies.The ability to present information in spoken, written or visual form to a variety of audiences.Ability to deliver training on use of the Experience Tracker reporting hub.Excellent planning and organisational skills.Whilst not essential, ideally you would have;Experience in customer feedback/satisfaction/NPS programmes.Experience within a market research or consumer insight role, with knowledge of customer experience best practice, trends and technologies.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 getThere 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 yearLife assurance worth 8x your salaryA great selection of additional benefits through our salary sacrifice schemeGympass – Access to a range of free and paid options for health and wellness.Access to an annual performance related bonusAccess to training to help you develop and progress your career25 days holiday, pro rataWhat makes us differentNationwide 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.