Insight Analyst

As an Insight Analyst, you'll play a key role in understanding how customers interact with our website, app and Internet Bank. Using digital analytics, customer behaviour data and performance metrics, you'll identify opportunities to improve customer journeys, optimise digital experiences and support business objectives.

Working closely with product owners, content specialists, designers and stakeholders across the business, you'll turn complex data into clear, actionable insights and recommendations. You'll help define success measures, monitor performance and evaluate the impact of digital initiatives, ensuring decisions are driven by evidence rather than assumption.

Through the effective use of analytics tools, measurement frameworks and reporting, you'll provide accurate, timely and meaningful insight that helps shape priorities, improve customer outcomes and drive continuous improvement across Nationwide's digital channels.

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 our Swindon, London, Bournemouth, Glasgow or Gosforth 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. If you are aligned to our Gosforth hub (as this is your nearest location), there will be a need to regularly connect with colleagues for collaboration events. This is anticipated to be weekly in Gosforth. There will also be a need to attend a monthly team meeting in Glasgow or London. 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.

Whilst these locations are where we are primarily looking to fill the role, if you’re an internal applicant based in a different location, we would welcome your application and, if successful, your hiring manager will provide further details on how this could work for this specific role.

Nationwide is committed to the redeployment of our employees impacted by change, as such applications for redeployment candidates will be prioritised in this recruitment process.

If you’re a colleague on long-term absence (for example, on parental leave) or a temporary worker, please use your personal email address to submit an application.

What you’ll be doing

As an Insight Analyst, you'll help the Websites team make better decisions by analysing digital performance, customer behaviour and website journeys. You'll use data to identify trends, opportunities and areas for improvement, providing actionable insights and recommendations that improve customer outcomes and support business objectives.

You'll work closely with Product Owners, Content Designers, Product Designers and wider delivery teams to understand customer needs, identify points of friction and uncover opportunities to optimise digital journeys. Using data-driven recommendations and experimentation, you'll help shape improvements that increase customer engagement and the successful completion of key customer tasks.

A key part of the role will be communicating complex analysis in a simple and compelling way. You'll create reports, dashboards and presentations that help stakeholders understand performance, evaluate the impact of digital initiatives and make evidence-based decisions. You'll track the outcomes of recommendations and demonstrate the value delivered through insight-led improvements.

You'll act as a subject matter expert for digital insight tools, helping colleagues maximise self-service reporting capabilities and ensuring data is used effectively across the business.

You'll also play an important role in maintaining the quality and integrity of digital data. Working with internal teams and third-party suppliers, you'll help ensure reporting is accurate, tools are configured correctly and any data collection issues are identified and resolved. Through proactive analysis, experimentation and continuous improvement, you'll help drive the ongoing evolution of Nationwide's digital experiences.

About you

We’re looking for:

• Proven experience delivering digital analysis and actionable insights within a large B2C or multi-channel organisation
• Strong experience using digital analytics tools such as Adobe Analytics, Google Analytics, Contentsquare or similar platforms
• Experience creating dashboards and reports using tools such as Power BI, Looker Studio or Tableau
• Strong understanding of customer journeys, digital KPIs, website performance and conversion optimisation
• Experience supporting A/B testing, experimentation and measuring the impact of digital change initiatives
• Excellent communication and stakeholder management skills, with the ability to translate complex data into clear, actionable recommendations
• A proactive and customer-focused mindset, with strong analytical, problem-solving and organisational skills and a passion for driving continuous improvement through insight

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

Recruitment scams can look convincing, so take a moment to check the role is listed on our official careers site and read our guidance on Don’t be conned by a job scam.

The hiring manager for this role is Emma Smith, and the main recruitment contact is Sameena Rehman.

Please note that should you be successful in securing this role, the job title on our internal systems will be Marketing & Corporate Affairs Consultant.