Customer Research Analyst

Contract type:
Permanent

Hours:
Full-time, 35 hours

Location:
Head Office, Nottingham (Hybrid working, minimum 2 days per week)

Application process:
Please apply via the application button which will direct you to our careers site. If you require any adjustments to assist you in applying, please contact

As a Research Analyst, you'll help us get to know our customers better - who they are, what they need, and how they experience our savings, mortgages, and services. Working closely with our Senior Customer Research Manager, you'll support insight projects by gathering, analysing, and presenting data that drives smarter decisions across the Society.

This is a hands-on role for someone with strong analytical skills, a curious mindset, and a passion for learning. You'll play a key part in shaping products and services that make a real difference for our members, all while developing your own skills in a collaborative, purpose-driven environment.

Here's a taste of what you will be doing as a Customer Research Analyst at Nottingham Building Society: -

• Support research projects
  – Collect, organise, and analyse data from surveys, feedback, CRM systems, and other sources to uncover customer insights.
• Assist with research design
  – Help deliver qualitative and quantitative research, including surveys, focus groups, and reporting.
• Maintain dashboards & reports
  – Keep customer behaviour and satisfaction metrics accurate and easy to interpret.
• Turn data into insight
  – Work with analytics teams to source and interpret data, providing actionable recommendations under the guidance of the Senior Customer Research Manager.
• Spot trends & opportunities
  – Identify emerging customer issues and contribute to segmentation, journey mapping, and continuous improvement initiatives.
• Collaborate across teams
  – Work with Marketing, Product, Customer Service, and Operations to ensure insights shape decisions and improve member experiences.

About you: -

• Comfortable leaning, analysing, and presenting data in a clear, engaging way.
• Interested in customer behaviour, research methods, and continuous learning.
• Familiar with tools like Excel and Power BI
• Knowledge and experience with Python/R
• Able to turn complex information into simple, actionable insights.
• Structured approach to problem-solving and managing multiple priorities.
• Takes ownership of tasks and brings ideas to improve processes and outputs.

Reward & Benefits -

• A fair and competitive salary evaluated against market data, annual discretionary bonus scheme, Medicash healthcare scheme, 29 days annual leave plus bank holidays and enhanced family leave.
• Commitment and dedication to your ongoing personal and professional development. We help you to own and grow your potential so you can be at your best in your current role and to support your future career aspirations.
• For all full-time roles we work a 35-hour working week to promote a work/life balance, we want you to be at your best inside and outside of work.
• A friendly and inclusive culture where teams genuinely strive to do the right thing by their colleagues and our customers.
• A strong sustainability agenda – we're continually finding new ways to be kinder to the environment by reducing our carbon footprint.
• We're passionate about giving back to the communities in which we serve as well as supporting local charities as part of the Samuel Fox Foundation. One of the many ways you can get involved is to use the 2 days per year paid leave to volunteer for causes or charities that are important to you.
• Your health and wellbeing is our priority, we encourage this through a suite of support resources, including a team of trained mental health first aiders.

Embracing Diversity Together: -

We proudly embrace and celebrate diversity as a fundamental cornerstone of our values. We believe that a diverse and inclusive workplace is not just essential for our success but is also a reflection of the vibrant communities we serve. Our commitment to diversity extends beyond our internal culture to the way we approach advertising and engage with our customers.

Our commitment means actively working to eliminate barriers and biases that may hinder equal opportunities within our organisation. We strive to ensure that all individuals, regardless of background, have an equal chance to thrive and advance in their careers.

We acknowledge that diversity is not just a goal to be achieved but a continuous journey toward creating an environment that embraces differences and promotes equal opportunities for all. We are committed to fostering an inclusive culture that encourages collaboration, creativity, and a sense of belonging for every member of our community.

About us: -

Together we overcome barriers and shape brighter futures for our customers, colleagues and our communities.

We are a mutual, which means we don't have shareholders. Instead, we're owned by our members and use our money to do good, investing in our community, responsible causes, and – well, you. So, we're always striving to do the right thing for our colleagues, communities and members.

Although our history spans over 170 years, our purpose of helping our members save, plan for and protect their financial futures is enduring. At Nottingham Building Society, we are dedicated to overcoming obstacles and turning challenges into opportunities. At the heart of our mission is our unwavering commitment to breaking down barriers and building better futures by helping our customers achieve the significant milestone of owning their own home.