We’re seeking an experienced and strategic leader to head our Data, Analytics and MI (Management Information) function within our Support business, covering Collections, Recoveries, Bereavement and Power of Attorney. As the Senior Manager within the function, you’ll lead a team of MI and Data Managers and Specialists, owning end‑to‑end Analytics, Data and MI activity across Customer Support, including responsibility for robust data governance.
You’ll bring strong leadership experience, balancing strategic optimisation with regulatory compliance, while acting as the senior Data and MI voice for Support. Building trusted and positively challenging relationships with key stakeholders across Operations, Data & Analytics, Commercial, Risk, Products and IT, you’ll play a critical role in driving insight‑led decision‑making and improving outcomes across the business.
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 be located at our nearest regional hub. There will be a need to regularly connect with colleagues for collaboration in one of our office sites. If your application is successful, your hiring manager will provide further details on how this works.
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.
Responsibilities
What you’ll be doing
You’ll own all MI, Data and Analytics activity across Support, acting as Data Steward and working closely with Data Custodians and Business Data Domain Owners to ensure full compliance with data governance requirements. As the senior face of MI and Data, you’ll represent Support in stakeholder engagements across Technology, Data & Analytics, Commercial, Products and Risk.
You’ll lead teams responsible for MI reporting and development, overseeing the delivery of high‑quality insight in partnership with Operations, Finance and Commercial teams. With ownership of Support data engineering, you’ll ensure data is accessible, accurate and aligned to business needs, while shaping and delivering the MI, Data & Analytics roadmap. Through strong leadership, you’ll inspire a team of analytics experts to deliver timely, innovative insight that supports the Collections and Recoveries business.
About you
For this role, you will have:
Proven senior leadership experience, with a strong track record of leading, developing, and motivating high‑performing teams
Significant people and workload management experience, making effective prioritisation decisions to balance strategic delivery with regulatory and operational requirements
Excellent communication and influencing skills, with the ability to engage credibly at senior level and translate complex technical concepts for non‑technical audiences
Demonstrable experience of collaborating across all levels of an organisation to deliver the best outcomes for the Society and its Customers/Members
Extensive knowledge of Collections and Recoveries processes and practices, particularly in relation to Data, MI and reporting, and Analytics
Experience leading an MI, Data & Analytics function within a UK Financial Services Customer Support, Collections or Recoveries environment
Strong analytical and technical capability, including SAS/SQL programming skill, Power BI development experience, and experience utilising tools like DataBricks and LakeHouse
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.
QualificationsThe extras you’ll get
There are all sorts of employee benefits available at Nationwide, including:
30 days holiday, pro rata
Access to 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.
