Business Support Analyst

In your role within Customer Data Operations, you will use your extensive knowledge and practical experience of the existing Individual Rights processes managed by the Virgin Money Specialist Functions Team, including Data Subject Access Requests (DSARs), to support the governance, documentation and continuous improvement activities that underpin service delivery.

Applying your detailed understanding of the existing Virgin Money Individual Rights operating model, procedures, controls and customer journeys, you will maintain process maps, Standard Operating Procedures (SOPs), process guidance and supporting documentation relating to Individual Rights requests under UK GDPR.

You will also draw upon your practical knowledge of historic Virgin Money PPI processes and supporting operational documentation to maintain and develop relevant process maps, SOPs and guidance materials.

Using your established operational expertise, you will assess the impact of proposed business, regulatory and system changes on existing Virgin Money Individual Rights and historic PPI processes. You will translate requirements into clear, controlled and effective operational documentation, ensuring impacts on current procedures, controls and customer journeys are accurately understood and represented.

You will act as a recognised source of process knowledge, using your practical experience of existing Virgin Money processes to support stakeholders, projects and operational teams in understanding requirements, impacts and dependencies.

You will use your expertise to identify opportunities to improve process governance, strengthen documentation and support positive customer and business outcomes.

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 Glasgow 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 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 enjoying a highly competitive range of benefits. We’re a workplace where you’re rewarded, recognised and celebrated.

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

You'll use your extensive knowledge of Virgin Money's Individual Rights processes to support operational, project and change activity, providing expert guidance on existing procedures, controls and customer journeys. Drawing on your understanding of current and historic Individual Rights and PPI processes, you'll maintain process maps in Visio, create and update SOPs, process guides and controlled documentation, and translate business, regulatory and project requirements into clear procedures, controls and guidance.

You'll assess and communicate the operational impact of business, regulatory and system changes, identifying where proposed changes affect existing processes, controls, customer journeys and supporting documentation. Working closely with project teams and stakeholders, you'll help ensure requirements are understood, operational impacts are accurately represented and changes are successfully embedded into day-to-day operations.

You'll also maintain governance and version control across process documentation and use your operational expertise to identify opportunities to simplify, strengthen and continuously improve existing processes, controls and documentation.

About you

You will have

Extensive knowledge and practical experience of applying the existing Individual Rights processes managed by the Virgin Money Specialist Functions Team, including Data Subject Access Requests (DSARs). The successful candidate will be expected to use this expertise from the outset to support process documentation, governance, process design and change delivery

Demonstrable experience applying detailed knowledge of the existing Virgin Money Individual Rights operating model, procedures, controls and customer journeys to maintain process documentation, assess change impacts and support operational decision-making

Practical knowledge and experience of historic Virgin Money PPI processes and supporting operational documentation. This is essential to support the maintenance and development of relevant process maps, SOPs and guidance materials

A strong understanding of UK GDPR Individual Rights and how the associated obligations are delivered through existing Virgin Money operational processes, controls and customer journeys

Advanced Visio skills, with practical experience creating, maintaining and updating detailed process maps

Proven experience creating and maintaining SOPs, process guides and controlled operational documentation

Demonstrable experience interpreting business, regulatory and operational requirements and translating them into clear, effective operational processes, controls and supporting documentation

Experience using existing Virgin Money process knowledge to identify and document the impacts of business, regulatory and system change

Experience supporting projects and change initiatives from a process, documentation or operational readiness perspective

Strong stakeholder management skills, with the ability to apply specialist process knowledge when engaging across operational, project and business teams

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 onDon’t be conned by a job scam.

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