Lead Business Intelligence Specialist

We are looking for a highly skilled, hands-on analytics practitioner to help improve how we communicate with customers throughout key events and service journeys. You will use data to identify new communication opportunities, evaluate the effectiveness of existing activity and turn insight into clear, measurable action.

This is a critical individual-contributor role at C1 level. You will develop and maintain analytical solutions that improve customer interactions, working across business, data, engineering, governance and risk teams to embed them safely and effectively across the Society.

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.

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

Service Journey Orchestration

You will play a key role in shaping and evolving our Service Journey Orchestration capability, using data and insight to identify opportunities for more timely, relevant and effective customer communications. By understanding customer events and behaviours, you'll help determine when proactive communications can add the greatest value, while analysing communication volumes, timing and channel effectiveness across a complex, multi-product and multichannel environment.

Working closely with stakeholders across the business, you'll identify customer needs, uncover opportunities for improvement and develop solutions that are practical, measurable and easy to understand. You'll design approaches that enable robust measurement and experimentation, using test-and-learn methodologies to evaluate outcomes, understand customer responses and assess the impact of communications across the customer journey.

You'll lead exploratory work and proofs of concept, helping the business assess new opportunities and make informed decisions about where to invest. Balancing analytical rigour with pace of delivery, you'll use tools such as Python, SQL and GitHub to develop solutions that generate actionable insight and support better customer outcomes.

Alongside delivering high-quality analysis, you'll create technical documentation, reusable assets and reference implementations that support the growth of the wider Event & Service Journey Communications capability. You'll work in partnership with governance, risk, security, privacy and architecture teams to ensure solutions meet required standards and controls, while continually seeking opportunities to improve existing approaches and translate ideas into measurable business value.

What Success Looks Like

Success in this role is about turning data and insight into meaningful improvements for both customers and the business. You'll help uncover new opportunities to engage customers at the right time and in the right way, building a clear evidence base that demonstrates customer need and potential value.

Through robust measurement and analysis, you'll provide stakeholders with a clear understanding of how communications are performing and where improvements can be made. Your work will enable decision-makers to access trusted, timely insight that supports confident, evidence-based choices and drives better outcomes.

You'll establish analytical solutions that are reliable, scalable and well governed, creating a strong foundation for ongoing optimisation and innovation. By leading successful proofs of concept and experimentation, you'll help the organisation identify which opportunities should be refined, expanded or discontinued, ensuring effort and investment remain focused on initiatives that deliver the greatest impact.

About you

You are an experienced, hands-on analytics practitioner who is motivated by using data to deliver measurable improvements across event and service communications. You can move confidently between strategic questions, detailed analysis and practical delivery, creating clarity where requirements and technology are still evolving.

Minimum skills and experience

• Proven experience developing analytics using Python and SQL to identify opportunities and inform business decisions
• Experience delivering complex analytics while managing multiple priorities in a fast-paced environment
• Experience using GitHub (or equivalent) with version control, code reviews, testing and CI/CD practices
• Experience designing and executing testing, evaluation and quality assurance approaches
• Proven ability to assess new technologies through proofs of concept and translate findings into scalable solutions
• Experience working within multidisciplinary teams, including product, engineering, data, security and risk stakeholders
• Strong stakeholder management and communication skills, with the ability to explain technical concepts to non-technical audiences
• Demonstrated ability to take ownership of complex technical deliverables from design through to implementation
• Experience with Databricks or comparable cloud analytics platforms
• Experience developing predictive analytics, anomaly detection, automated insights or decision-support solutions
• Awareness of data privacy and information security requirements

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.

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.