Business Intelligence Manager - Analytics

We are looking for an experienced Business Intelligence Manager to help shape and scale our Service Journey Orchestration capability, using customer events, data and decisioning to deliver timely, relevant communications and experiences across channels. You will provide functional leadership and lead a portfolio of strategically important cross-functional initiatives, ensuring activities are set up for successful delivery and representing the capability with senior stakeholders across Nationwide.

This is a senior individual contributor role with no direct line management responsibility. You will provide leadership across complex activities and multidisciplinary teams, setting direction, creating alignment and driving delivery through influence, credibility and constructive challenge. You will use data, insight and analytical evidence to shape priorities, identify orchestration opportunities and support informed decision-making across the capability.

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.

Whilst these locations are where we are primarily looking to fill the role, if you’re an internal applicant 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.

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 you’re 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.

Responsibilities

What you’ll be doing

Service Journey Orchestration:

You will lead the function-wide delivery plan for the Service Journey Orchestration capability, ensuring a clear and coordinated approach across a portfolio of interconnected activities. This will involve establishing robust delivery plans, governance frameworks, ownership structures and decision-making processes, while proactively managing dependencies, risks, competing priorities and areas of ambiguity to ensure successful outcomes.

Working across multiple concurrent initiatives, you will drive activity from inception through to delivery, using continuous learning, feedback and analytical insight to improve outcomes and maximise value. You will lead proofs of concept to assess feasibility, value, risk, scalability and routes to production, enabling informed decisions about future investment and implementation. Using data and evidence-based insight, you will identify high-value orchestration opportunities, influence stakeholders and help shape strategic priorities across the capability.

You will work closely with governance, risk, security, privacy and architecture teams to ensure solutions meet all required standards and controls. You will also challenge existing ways of working, identifying opportunities for improvement and leading initiatives through to implementation and measurable value realisation.

What Success Looks Like:

Success in this role will be demonstrated through the development of a clear, prioritised and achievable roadmap for the Service Journey Orchestration capability that effectively balances business-as-usual activity with strategic change. Teams and stakeholders will have a strong understanding of the services the capability provides, how to engage with it and how priorities and decisions are established.

You will ensure complex initiatives progress at pace, with clear ownership, effective stakeholder alignment and the early resolution of risks and dependencies. Proofs of concept will generate robust evidence to support decision-making, with successful ideas progressing through a controlled route into production and delivering measurable business value.

About you

You are an experienced leader who delivers through influence rather than formal authority. You create clarity from ambiguity, bring multidisciplinary teams together around shared outcomes and confidently challenge colleagues at all levels. You combine strategic thinking with a willingness to work hands-on where it adds value, moving comfortably between discovery, planning, experimentation and delivery.

Minimum skills and experience:

• Experience leading complex, data-led portfolios or initiatives across customer journeys, communications, decisioning, orchestration or a comparable environment
• A strong track record of coordinating multidisciplinary teams and delivering outcomes through influence rather than direct authority
• Experience establishing proportionate governance, delivery disciplines and shared ways of working
• Strong analytical judgement, including using incomplete or evolving evidence to evaluate opportunities and make sound recommendations
• The ability to communicate technical or analytical concepts clearly to senior non-technical stakeholders
• Demonstrated ownership of initiatives from discovery and experimentation through to implementation and value realisation

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.

Qualifications

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 on Don’t be conned by a job scam.

The hiring manager for this role is Wullie Grubb, and the main recruitment contact is Sameena Rehman.