Business Support Analyst

At Nationwide we put our 15 million customers at the centre of every decision we make as a business. Every role no matter what its doing is customer Customer Resolutions we put things right when they go wrong for our customers and learn from this insight to stop issues happening again. Were a specialist area focused on resolving complaints remediating incidents and operating customer data processes.

In your role as Business Support Analyst you will be supporting our development controls and competency team in delivering clear impactful monthly reporting. This role focuses on crafting the monthly output story highlighting key control performance insights identifying areas of significant impact and showcasing team contributions across forums. The role also ensures governance standards are upheld documentation is stored and organised effectively and stakeholder engagement is managed proactively.

This is a 6 month secondment opportunity.

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 youll be located at our nearest regional office or hub. There will be a need to regularly connect with colleagues for collaboration and in some locations youll be expected to spend at least two days a week or if part time youll spend 40% of your working time in the office. If your application is successful your hiring manager will provide further details on how this works.

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 youre 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 youll be doing

You will be responsible for shaping co-ordinating and embedding risk and controls approaches across customer resolutions. This will require sharing knowledge learning from successes and failures and working collaboratively with our colleagues and stakeholders across the wider business to help improve processes and mitigate risks. You will use strong analytical skills to establish relevant and appropriate ways of working in a highly regulated environment.

You will support our accountability for an effective control environment across Customer Resolutions and seek to drive improvements in risk management through collaboration and optimising mobilisation you also support competency alignment and learning and development.

This role has regular engagement with senior leadership and executives so a high standard of business writing verbal communication and influencing is crucial to ensure all stakeholders are aligned and working towards common goals whilst monitoring and providing updates recommendations and insight to agreed timescales and governance standards.

About you

The minimum requirements for the role are:

• An understanding of risk management and effective controls
• Excellent collaboration and teamworking skills with the ability to work with a range of stakeholders across the business
• Understanding of governance frameworks
• Experience in producing reports presentations and papers suitable for an executive audience
• Confident in facilitating and presenting information to a variety of audiences and to influence at all levels (both verbally and in writing)
• Strong problem-solving curiosity comfort in navigating ambiguity with a willingness to learn

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 were 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 dont 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 youll 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 were owned by our members - those customers who bank save or have a mortgage with us. We challenge the financial sector status quo. We dont 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 youre inspired by fairer finances passionate about making a meaningful impact and truly care about our customers youre 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. Youll 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.

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

Disability Confident

Were not just guided by data were driven by the real experiences of our people. Were a Disability Confident Level 3 Leader the highest level.

Thats why were constantly evolving our policies and practices to make sure everyone feels genuinely supported valued and empowered to champion inclusion. Whatever your needs were here to support you. If you need any additional support throughout your application journey email our team atRecruitment 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 Dont be conned by a job scam.

The hiring manager for this role is Adebisi Osilalu and the main recruitment contact is Jemma Ives.