Customer Performance Insight and Reporting Manager

6 days ago

Northampton UK, Northamptonshire, United Kingdom Nationwide Building Society Part time

Customer Performance Insight and Reporting Manager

Salary: From £51,500 per annum

Location: Swindon, London or Northampton


This is an exciting opportunity to work within the new Customer, Brand and Engagement community. Working in the Customer Strategy, Insight and Propositions team, you’ll be responsible for coordinating and developing customer relationship insights to help understand performance and inform executive decision making in support of our customer 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, based at either our London, Swindon or Northampton 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.


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 doing


You’ll work across the Customer Strategy, Insight and Propositions team and the wider organisation to enable a joined-up understanding of customer performance to drive optimal strategic decision making:

  • You’ll support the delivery of monthly exec level customer reporting to key committees, including our Performance Working Group, ExCo and Board.
  • You’ll work with the wider Customer Relationship Insight, channel, and product teams to understand performance, key drivers, and actions, synthesising multiple inputs into concise and compelling insights.
  • You’ll be focussing on bringing customer performance to life by developing narratives and creating outputs suitable for a variety of audiences.
  • You’ll have experience working to hard deadlines, together with strong prioritization/planning skills.



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 utilising data to identify insights and help develop clear and concise performance narratives for senior and wider internal audiences.
  • An ability to work across the organization to ensure insights are holistic (e.g. with channel & product teams, COO, Finance, Risk, Brand & Marketing etc), with an ability to understand how activities and changes in these areas can impact customer performance measures.
  • An ability to work across a broad strategy and insights team, being able to understand and articulate the impact of broader customer insights (for example) on customer performance measures, providing wider context to performance discussions.
  • A strong ability to produce ‘exec ready’ outputs – particularly in PowerPoint and Word format.


Whilst not essential, ideally you would have some experience in some of the following areas;

  • An understanding of the commercial side of financial services
  • Good 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



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
  • Wellhub – 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.


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

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