Design & Delivery Senior Analyst

Licensed sponsor United Kingdom Posted 1 day ago

This role is responsible for the operational delivery of data-driven, multi-channel customer communications, ensuring campaigns are executed to the highest standards of quality, accuracy, and regulatory compliance. Working across channels including email, direct mail, SMS, online banking, and mobile app messaging, you will design, build, validate, and execute customer communication campaigns using tools such as Pega Customer Decisioning Hub (CDH), Adobe Campaign, and SQL.

You will take ownership of a portfolio of communications aligned to specific products and customer journeys, ensuring all associated processes and controls are delivered effectively. The role involves investigating and resolving data and system-related issues, using established monitoring tools, controls, and management information to maintain operational performance and ensure communications are delivered in line with agreed business and marketing plans.

Working closely with colleagues and key stakeholders, you will support the prioritisation and delivery of shared objectives while maintaining a strong focus on the quality and timeliness of your own outputs. You'll also play an important role in driving continuous improvement, identifying opportunities to streamline data, systems, processes, and controls, reducing manual effort and unnecessary complexity. In addition, you will support the testing and implementation of new data feeds and system enhancements, ensuring seamless integration and maintaining the integrity of data structures and processes.

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 hours.

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 London office. 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

You will work collaboratively within a matrix environment to deliver key business objectives while building strong relationships across teams including Customer Marketing, Customer Strategy, Digital, and Customer Experience. Working closely with stakeholders, you will help ensure operational activities are aligned, delivered to a high standard, and supported by effective incident management, root cause analysis, and continuous control improvements. You will also have the opportunity to engage with external stakeholders, including industry peers, financial services organisations, and suppliers.

The successful candidate will possess strong analytical and problem-solving skills, with the ability to identify practical and effective solutions and support their implementation. You will make informed decisions within established processes and frameworks, escalating matters where appropriate to ensure risks are effectively managed.

In addition, you will contribute to the design and delivery of continuous improvement initiatives that support business, team, and customer objectives. You will help respond to emerging risks, issues, and opportunities while managing your own workload and priorities effectively. The role requires a proactive, organised individual who can work independently and deliver high-quality outcomes in a fast-paced environment.

About you

Minimum skills and experience

Proven experience in database marketing, with the ability to design, build, and deliver large-scale customer communications
Pega Decisioning Consultant certification is essential
Strong attention to detail and critical-thinking skills, with the ability to identify, investigate, and resolve errors, inconsistencies, and anomalies
Good understanding of the end-to-end customer communication lifecycle, with a strong appreciation of industry best practices
Sound knowledge of risk management principles, with the ability to apply them effectively to ensure communications are delivered safely and compliantly
Good working knowledge of relevant legislation and regulatory frameworks governing customer communications and data usage, including GDPR and PECR
Experience within financial services or another highly regulated industry is highly desirable.
Data literate, with experience in data manipulation and the transformation of large datasets, ensuring outputs are accurate, consistent, and fit for purpose
Strong technical skills, with experience using SQL, SAS, and SAS Viya. Significant experience with SQL and SAS is preferred
Confident communicator, capable of presenting and explaining complex issues to senior stakeholders and wider business audiences
Strong stakeholder management skills, with experience working closely with creative, production, planning, and delivery teams
Ability to translate technical concepts and challenges into clear, business-friendly language for non-technical audiences
Comfortable engaging with both technical and non-technical stakeholders, building effective relationships across a diverse range of teams and functions

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.

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