2025 Customer Strategy, Insights

As part of the Customer Strategy, Insights & Propositions Industrial Placement, you’ll develop the knowledge, skills and behaviours to inform your career choices and contribute to the development and improvement of Nationwide’s processes, products and services in your department.

Over the course of 12-months, you’ll either join one of the following teams, building your skills and knowledge in areas such as research, customer strategy, vulnerability, and data visualisation & reporting:
Strategic Insights, Customer Strategy, Customer Vulnerability, Performance Insight & Reporting, Research & Analytics and Customer Propositions.

We’ll need you to build rewarding relationships across the organisation and externally to understand customer needs, resolve problems and support the delivery of the Society blueprint.

You’ll also attend development workshops and complete a project with other Industrial Placements aligned to our Social Impact strategy. Our Industrial Placements provide a direct pathway to our graduate development programmes post-University.

Our Customer, Brand & Engagement function’s role is understanding customers and engagement opportunities by segment, together with building compelling experiences and communications that are personalised at an individual level.

The Customer Strategy, Insights and Propositions team exists to ensure the Society understand our customers, consumers and wider society, and to enable improved strategic decision making and development of propositions which create value and positive outcomes for our customers. Key areas of focus for the team include:

- Enhancing understanding of customers, their needs and relationship with Nationwide through holistic, qualitative and quantitative insights, analytics and research
- Responsible for the setting of the overall customer strategy for Nationwide including developing the targets and measurement frameworks across customer experience, engagement and value
- Design and development of Society-wide customer propositions led by the opportunities identified in the customer strategy
- Driving the centre of expertise on vulnerability, ensuring Nationwide meets and exceeds its regulatory obligations and vulnerable customers receive good outcomes

Location

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, based at our either our Swindon or London office.You can also find out more about our approach to hybrid working here

**What you’ll be doing**:
On the Customer Strategy, Insights & Propositions Industrial Placement, you’ll develop over a 12-month period gaining the knowledge, skills and network our Customer, Brand & Engagement function requires and provide you with experiences to inform your future career choices.

Day to day, depending on your skillset and development aims, you might be supporting the team to achieve it’s goals through
- Working closely with the Research and Analytics teams to create holistic customer insight
- Working across the organisation with internal stakeholders to aid the understanding of our customers and our strategic response
- Presenting on key topics impacting customers e.g. Cost of Living, Housing, Under 18s
- Contributing to team discussions on topics such as customer strategy and new propositions
- Supporting the creation of content for key committees and senior leadership meetings - Supporting the vulnerability team to increase colleague understanding of vulnerability - Making an all-round contribution to our team culture
- Supporting development of a customer outcomes framework to understand our performance, including customer experience.

We will work with you to understand which areas you are most interested in, and align you with the right team.

**About you**:
Dare more. Develop more. Deliver more.
- Bold in living our Customer First behaviours, you are innovative and have a growth mindset.
- Development is something you expect and embrace.
- You push for high performance - from yourself and those around you.
- You have a high standard of numerical, written, and verbal communication skills.
- You’ll have the ability to analyse and problem solve to identify challenges and propose solutions.
- Through research and experience, you’ll have commercial awareness of Nationwide Building Society and the Financial Services industry.

You will thrive in this Industrial Placement if you have:

- A keen interest and curiosity in customer behaviour and understanding more about the needs of customers
- Strong analytical thinking with a natural tendency to question the ‘why’ and the ‘how’ - A positive, tenacious and solution focused mindset
- The ability to build and maintain strong wo