We’re looking for a Performance & Operations Senior Consultant to join the Customer Resolutions Operations Planning Team, supporting with resource planning, forecasting, telephony management, operational performance reporting and financial processes across Customer Resolutions.
In Customer Resolutions we put things right when they go wrong for our customers and learn from this insight to stop issues happening again. We’re a specialist operational area focused on resolving complaints, remediating incidents, and operating customer data processes.
This role offers the opportunity to influence planning decisions across a diverse portfolio of remediation programmes and operational activities. You'll use data and forecasting insight to support resource allocation, financial management and operational performance, whilst building strong relationships with stakeholders across Customer Resolutions.
You'll play a key role in developing resource plans, maintaining MI and reporting, supporting telephony operations, and ensuring forecasting assumptions and budget tracking remain aligned with operational delivery.
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.
This is a 12 month Fixed Term Contract opportunity.
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 office or hub. There will be a need to regularly connect with colleagues for collaboration and in some locations you’ll be expected to spend at least two days a week, or if part time you'll spend 40% of your working time, in the office. 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.
ResponsibilitiesWhat you’ll be doing
You will be responsible for producing and maintaining resource and capacity plans for Remediation projects, working closely with stakeholders to understand demand requirements and support planning decisions. The role involves developing forecasting models and performance insights, including utilising reporting from Active Ops (AOM) Control IQ, to support operational decision-making and effective resource management across multiple workstreams. You will also design, develop and maintain Power BI dashboards and reporting solutions, providing meaningful telephony and people performance insights, while supporting telephony operations across Customer Resolutions through Amazon Connect (AWS) line management, real-time performance monitoring, rota management and operational readiness activities.
In addition, you will support key financial processes, including quarterly budget refreshes, month-end reconciliations, cost centre reporting and budget tracking to ensure forecasts remain aligned with business performance. The role requires analysing complex datasets to identify trends, risks and opportunities, translating findings into clear and actionable recommendations for stakeholders. You will drive continuous improvement across planning processes, reporting capabilities and operational ways of working to enhance efficiency and business insight, while building and maintaining strong relationships across Customer Resolutions and wider support functions to understand business requirements and deliver effective planning and reporting solutions.
About you
We're looking for a highly organised individual who can manage multiple priorities in a fast-paced environment, work independently and build strong relationships across a wide range of stakeholders. You'll enjoy solving problems, working with data and influencing operational decisions through insight and forecasting expertise. You'll be comfortable balancing attention to detail with the ability to understand the wider operational picture.
As a minimum requirement you’ll have:
- Advanced working knowledge of Microsoft Excel, including complex formulas, PivotTables, PowerQuery and ideally VBA, alongside strong knowledge of Microsoft Office applications
- Forecasting, capacity planning or workforce planning experience in an operational environment, with working knowledge of workflow management principles
- Experience using data and MI to support operational decision making, with PowerBI experience highly desirable
- Proven analytical and problem-solving skills, with the ability to translate data and forecasts into clear, accurate and actionable insight for a range of stakeholders
- Confident stakeholder management and communication skills, with the ability to influence outcomes, challenge constructively and build effective working relationships
- Proven ability to manage competing priorities and consistently deliver high-quality outputs to deadlines
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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