Location
Glasgow
Other Locations
London / Greater London
Edinburgh
Northampton / Northamptonshire
Salary
Between £33,000 to £50,000
Contract
Permanent ( Full Time
)
Reference
3794
Closing Date
03 August 2026
Job description
We have an exciting opportunity for someone to join our Business Digital Proposition & Customer Experience team, at a pivotal time as we continue to improve customer experiences, simplify journeys and support the growth of Business Banking. As a Senior Insight Analyst, you'll play a key role in helping us understand how customers interact with our products, services and processes. Working across Customer Experience, Digital, Product, Technology and Operational teams, you'll use data, customer feedback and journey analysis to identify improvement opportunities and support the design of better customer outcomes.
You'll work with stakeholders across Business Banking to understand business challenges, gather and define requirements, and support the development of future processes, products and services. You'll help assess customer journeys end-to-end, identify root causes of customer pain points, and recommend practical improvements that deliver measurable benefits for both customers and colleagues.
This is a varied role that combines analysis, problem solving, stakeholder engagement and continuous improvement. You'll support the Business Customer Experience team with insight and reporting, contribute to key change initiatives, help maintain customer experience knowledge and processes, and ensure customer needs remain at the heart of decision-making.
Your work will directly influence how we improve services, reduce customer effort and deliver better experiences across Business Banking.
We are happy to consider flexible working approaches to help you perform at your best.
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 or Northampton office. If you’re based at our Glasgow office, this will apply from 1 April 2027 and ahead of that there will be a need to regularly connect with colleagues for collaboration events. Alternatively, you'll be located at our Edinburgh hub . 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 .
Virgin Money is now part of Nationwide
Nationwide acquired Virgin Money in October 2024. Virgin Money continues to serve customers on the high street, and there will be a phased and considered integration over the coming years.
You’ll be employed by Nationwide from day one, delivering real impact and benefitting from a highly competitive range of benefits. We’re a workplace where you’re rewarded, recognised and celebrated.
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 be working within the Business Digital Proposition & Customer Experience team, supporting customer journey reviews, service improvements and strategic change activity across Business Banking. A typical day could involve analysing customer feedback, complaint trends, operational data and journey performance to identify opportunities for improvement.
You'll work with stakeholders to define business requirements, map current and future processes, and support the delivery of solutions that improve customer and colleague experiences.
You'll provide analytical support across a wide range of customer journeys, helping identify process gaps, inefficiencies and opportunities for simplification.
You'll also support regular reporting, performance monitoring and customer experience governance activities, ensuring stakeholders have the insight needed to make informed decisions.
No two days are the same. You'll have the opportunity to work across multiple areas of the business, building a broad understanding of Business Banking while developing expertise in customer experience, business analysis, process improvement and change delivery.
About you
As a minimum you’ll have:
Experience analysing data, customer feedback or business processes to identify insights and improvement opportunities
Experience gathering, documenting and communicating business requirements, including the production of user stories, process documentation and supporting business cases
Proven experience of process and customer journey mapping using appropriate tools (e.g. Visio, Miro or similar) to document current and future state processes and identify improvement opportunities
Analytical and problem-solving skills, with the ability to interpret information, identify root causes and translate findings into actionable recommendations backed by a high-level qualification in a relevant discipline or a strong track
Experience working with multiple stakeholders to understand business needs, build consensus and support delivery of change
Communication skills, with the ability to present complex information clearly to a range of audiences
Good organisational skills and the ability to manage multiple priorities in a fast-paced environment
Our customer first behaviours put customers and members at the heart of how we work together. They are the set of behaviours that every colleague needs to display, in every role:
Feel what customers feel - We step into our customers’ shoes, using their feedback and insights to empathise with them and to understand their needs, so that every decision we make starts and finishes with our customers in mind
Say it straight - We are brave in speaking out and saying what we think – we’re honest and direct with good intent, openly sharing diverse perspectives to reach the best conclusions and using language everyone can understand
Push for better - We don’t settle for mediocrity, we challenge the status quo, taking responsibility for continuous improvement and personal development
Get it done - We prioritise what will have the greatest impact, we are decisive, and we take accountability for delivering brilliant customer outcomes
You can strengthen your application by showing how our customer first behaviours resonate with you, and where you may have already demonstrated these.
The extras you’ll get
There are all sorts of employee benefits available at Nationwide, including:
25 days holiday, pro rata
Access to private medical insurance
A highly competitive pension to help you build a strong foundation for retirement
Access to an annual performance related bonus
Training and development to help you progress your career
A great selection of additional benefits through our salary sacrifice scheme
Life assurance to provide peace of mind for you and your loved ones in the event of your death.
Wellhub – access to a range of free and paid options for health and wellness
Up to 2 days of paid volunteering a year
Banking – but fairer, more rewarding, and for the good of society
We forge our own path at Nationwide.
As a mutual, we’re owned by our members - those customers who bank, save or have a mortgage with us. We challenge the financial sector status quo. We don’t see customers as the engine of our own profit. We share our profits with them and put their needs first. Always there when they need us. Supporting them and their lives.
If you’re inspired by fairer finances, passionate about making a meaningful impact, and truly care about our customers, you’re one of us.
At Nationwide, you are challenged to grow and rewarded for doing so. Valued. Recognised. Inspired to be your best. As a community we want our working lives to count. As a team, we celebrate what we achieve. As a standard-setter, we work for the good of customers, communities, and broader society.
We are purpose-driven. Uncompromisingly customer. Unstoppably Nationwide.
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 respond to everyone, so we will be in contact shortly after the closing date to let you know the outcome of your application.
