Performance & Operations Senior Consultant

We are looking for an outstanding candidate who is able to deliver Insight and Analysis back to Stakeholders in the business and is able to bring data to life.

You will have your own designated business area and will assist in shaping the decisions of this area by underpinning these decisions with key data and narrative.

In this role, you'll be a key part of the Nationwide Active Operations Management (NAOM) Operational Performance Team responsible for ensuring that NAOM is consistent & sustainable. Through our MI analytics, you'll produce actionable insight that drives efficiency and helps improve the Customer Journey. The team supports over 3000 NAOM users.

This role will provide the opportunity to be part of a small, close-knit team who are passionate about the work they do and technical specialists in their fields.

NAOM Operational Performance team forms part of the wider Capacity Planning & Performance who are responsible for delivering accurate Forecasting & Capacity Planning, enabling our Operational colleagues to have the right resources in place at the right time to Deliver Legendary Customer Service.

We are happy to consider flexible working approaches to help you perform at your best.

The working hours (per week) for this role can be between 28 and 35.

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 either our Swindon or Bournemouth office. Whilst these locations are where we are primarily looking to fill the role, if you're 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.

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

Working with Team Managers, Operations Managers, and Senior Operations Managers, you will provide support, insight, and challenge to our Operational colleagues regarding the service provided to our members. Utilizing Nationwide Active Operations Management tools and behaviors, you'll identify opportunities to help drive efficiencies. You will need to review existing MI, identify gaps, and make recommendations to help deliver excellent service.

You'll have ownership of your own business area; from time to time, you will provide cover for other areas as and when needed or based on your skillset/development needs.

About You

The minimum requirements for this role are:

• You will have recent experience of using Performance Management Tools ideally Nationwide Active Operations Management methodology (AOM or Workware) and behaviors to help drive excellent Customer Service to our members.
• Experience working with PowerBI.
• The ability to influence senior stakeholders and build meaningful relationships through various communication methods.
• Have an analytical mindset with a keen eye for detail.
• Have recent experience of training and coaching colleagues.
• Be capable of robust and independent thought and challenge, but also a team player working with colleagues/peers to share best practices.
• Demonstrate experience of driving innovation in previous roles, with a keen eye for detail and improvements.

The extras you'll get

There are all sorts of employee benefits available at Nationwide, including:

• A personal pension if you put in 7% of your salary, we'll top up by a further 16%.
• Up to 2 days of paid volunteering a year.
• Life assurance worth 8x your salary.
• A great selection of additional benefits through our salary sacrifice scheme.
• Wellhub Access to a range of free and paid options for health and wellness.
• Access to an annual performance-related bonus.
• Access to training to help you develop and progress your career.
• 25 days holiday, pro-rata.

What makes us different

Nationwide is the world's largest building society. With over 15 million customers, we have a relationship with almost a quarter of the UK's population. We've got the scale to compete with the big banks, but we're not a bank.

As a building society, we're owned by our members—that's our customers who have their current account, mortgage, or savings with us. It means we can do things differently to deliver our Purpose: Banking but fairer, more rewarding, and for the good of society.

When you work at Nationwide, you can experience that difference for yourself. You'll be part of a high-performing, purpose-driven organization that offers rewarding career experiences and a highly competitive range of benefits to match. You'll also be joining us at an important time as we seek to reach more and more people in the UK. We want everyone in the UK to know that they don't have to bank with a bank. They can choose a modern mutual instead.

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.