Lead Business Intelligence Specialist

As Lead Business Intelligence Specialist, you will play a critical role in ensuring customers and members receive the right event and service communications at the right time. You will design, build and operate the data selections and decision logic behind these communications, translating complex requirements into accurate, controlled and reusable production processes across multiple 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 or 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.

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

Service Journey Orchestration

You will interpret communication briefs and eligibility requirements, translating them into robust selection designs and technical logic. Working closely with stakeholders, you'll develop customer selection, exclusion and suppression logic that accurately reflects communication objectives and business requirements.

You'll design and implement reusable communication prioritisation, contact policy and frequency management rules, ensuring communications are delivered appropriately and consistently. You'll reconcile volumes, validate outputs and carry out peer reviews, testing and production assurance activities in line with the control framework.

A key part of the role will be monitoring and supporting recurring processes, ensuring reliable operation and the timely resolution of failures. You'll investigate data quality issues, implement appropriate mitigations and maintain full traceability from requirements through to deployed logic, helping to protect customers from incorrect, duplicate or inappropriate communications.

Using Python and SQL, you'll build and maintain robust solutions supported by version control, automated testing and workflow orchestration tools. You'll create and maintain technical documentation, selection specifications, operating procedures and reusable components, while sharing learning and best practice across the Event & Service Journey Communications capability.

You'll work closely with governance, risk, security, privacy and architecture colleagues to ensure solutions meet required controls and standards. You'll also partner with stakeholders to clarify requirements, resolve ambiguity and agree measurable acceptance criteria. When production incidents occur, you'll investigate root causes and implement sustainable improvements that strengthen future performance.

What success looks like

You'll deliver accurate, well-controlled communication selections to agreed schedules, ensuring eligibility, exclusion, suppression and prioritisation logic is thoroughly tested, documented, explainable and auditable.

Selection volumes and outputs will be reconciled effectively, with exceptions identified and resolved before communications are issued. Recurring processes will operate reliably, with failures monitored, recovered promptly and communicated clearly to stakeholders.

You'll help create a more resilient and efficient operating environment by resolving production incidents and data quality issues through sustainable fixes and stronger preventative controls. Over time, your work will make processes more reliable, reusable and efficient, reducing manual intervention while maintaining high standards of accuracy and governance.

About you

You are a senior, hands-on data selections practitioner who takes ownership of complex technical delivery. You can translate communication requirements into robust data logic, work confidently with large and complex datasets, and explain your approach clearly to technical and non-technical stakeholders. You are comfortable operating business-critical processes, investigating issues and making sound decisions in a controlled environment.

Minimum skills and experience

Substantial experience producing customer, campaign or operational communication selections

Strong SQL skills and experience using Python or another relevant data processing language

Experience implementing complex eligibility, suppression, exclusion and prioritisation logic

Experience building or supporting high-volume production data processes

Experience with reconciliation, control totals, testing and quality assurance

Experience investigating production incidents and implementing fixes

Experience with version control, code review and controlled deployment

Strong stakeholder management and communication skills, with the ability to explain complex selection logic clearly to technical and non-technical audiences

Experience taking ownership of complex technical deliverables from requirements through to production

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 Wullie Grubb, and the main recruitment contact is Sameena Rehman.

Interviews for this position are expected to take place after 11th November. We will let you know the outcome of your application shortly after the closing date. If you are shortlisted, we will share further details with you about the interview process.

Please let us know about any annual leave you have planned during the interview timeframe.