The Business Support Team in Customer Resolutions Operations (CRO) requires an experienced Business Analyst and are looking for a self-starter to join the team.
The ideal candidate will have strong analytical skills and the ability to come up with creative solutions to problems, representing and supporting operational, MI and technical views in design, development and delivery decisions.
Do you have a wide span of knowledge across Nationwide's products and processes? Do you thrive working in a fast-paced and challenging environment? Do you have an interest in being seen as an ‘operational champion’, ensuring that operations voice is heard within the design, development and delivery discussions with development and technical teams, protecting the end user outcome? Then this role could be for you!
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 and Northampton 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.
Responsibilities
What you’ll be doing
You will be responsible for conducting detailed As-Is and To-Be process activity. This will include reviewing or documenting existing As-Is processes and developing To-Be process maps, business requirements, contributing to user story development, in addition to working directly with the operational community to achieve formal approvals, ensuring due traceability, and guaranteeing that your documentation meets audit and compliance standards.
You will deliver explicit, quantifiable, and testable requirements through the elicitation, documentation, validation, and management of requirements. You will be managing changes in requirements or processes, ensuring alignment to priorities and other relevant change initiatives. Furthermore, you will maintain the traceability of business requirements to the solution, with the status and ownership communicated to relevant stakeholders and you’ll provide requirements consultancy throughout the project lifecycle to ensure traceability remains correct and current.
Additionally, you’ll provide timely updates to the relevant Senior Leads with estimates, progress, updates to plan, risks, issues, and quality assessments. You will share lessons learnt and provide feedback as requested and collaborate with colleagues inside and outside of the CRO, ensuring your work is delivered on time, to the required quality and aligning to the agreed standards and principles.
About you
The minimum requirements for this role are:
- Proven experience working as a Business Analyst, including delivery within Nationwide projects and change initiatives
- Requirements management skills, including elicitation, documentation, review cycles, traceability and gap analysis
- Extensive process mapping experience, with the ability to apply and maintain agreed standards
- Excellent analytical and problem-solving skills, with the ability to identify connections across products, processes, change and remediation activity
- Experience engaging and influencing stakeholders at all levels, managing expectations and communicating with confidence
- Proficiency in Confluence, JIRA and Agile, Waterfall or Hybrid delivery methodologies, with the ability to collaborate effectively across business and technology teams
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
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.
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.
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.
