Analysis & Insight Manager

This role sits within the Operational Effectiveness team in Business Banking Business Operations. It supports the optimisation of Business Banking Business Operation processes through the development of trusted data, dashboards and reporting that helps operational leaders understand performance, identify the causes of customer and process friction, and take focused action. By bringing together operational and customer outcome insight, you will help the business measure what matters, strengthen decision-making and deliver better outcomes for customers and members.
 

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 Glasgow or Northampton offices. 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. 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 will work with colleagues across Business Banking Business Operations to turn operational and customer outcome data into clear, actionable insight. You will develop and improve dashboards and reporting packs, define meaningful measures and make sure information is accurate, consistent and easy to understand. You will look beyond headline results to identify trends, root causes, emerging risks and opportunities to prevent repeat customer harm or service failure. You will bring together stakeholders to agree priorities, translate business questions into analytical requirements and ensure insight leads to owned actions and measurable improvement. You will also shape the longer-term data and insight roadmap for Operational Effectiveness, improving how the team uses evidence to make decisions.

We are looking for an experienced data and insight professional who can combine analytical rigour with a strong understanding of operational performance and customer outcomes. The successful candidate will be comfortable moving from a business question to a clear measure, an effective dashboard and a concise story that helps leaders decide what to do next. 
 

About you

As a minimum requirement, you will have:

• Demonstrable experience designing and delivering operational dashboards, management information and reporting packs that have supported decisions and measurable action.

• Advanced practical experience of a business intelligence and visualisation tool, such as Microsoft Power BI, including data modelling, measure development and effective dashboard design.

• Strong hands-on analytical capability, including practical experience using Python to extract, combine, transform and interrogate data from multiple or fragmented sources, alongside advanced Microsoft Excel skills, including automation using VBA or comparable tools.

• Experience defining performance measures and outcome indicators, with a clear understanding of the difference between volumes, service measures, quality measures, risk indicators and customer outcomes.

• Proven experience analysing complaints, customer feedback or operational failure data to identify trends, root causes, emerging risks and opportunities for prevention.

• Experience establishing data quality checks, reconciliations, documentation and reporting controls so that outputs are accurate, repeatable and auditable.

• Strong stakeholder communication and influencing skills, with evidence of translating complex analysis into clear conclusions, recommendations and actions for non-technical audiences.

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

• 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.

Keeping your data and personal information confidential is important to us. To find out more about how we use and process your data, please read our Privacy policy.

If you want to find out more about using AI in our recruitment process, please read more here.

Disability Confident 

We’re not just guided by data, we’re driven by the real experiences of our people. We’re a Disability Confident Level 3 Leader, the highest level. 

That’s why we’re constantly evolving our policies and practices to make sure everyone feels genuinely supported, valued, and empowered to champion inclusion. Whatever your needs, we’re here to support you. If you need any additional support throughout your application journey, email our team at Recruitment Support. 

Apply safely with Nationwide

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