Customer Insights Manager
Location
Glasgow / Glasgow City
Other Locations
Swindon / Wiltshire
London / Greater London
Salary
From £40,000
Contract
Permanent (Full Time )
Reference
3064
Closing Date
10 June 2026
Job description
-------------------
We have an exciting opportunity for a Customer Insight Manager to join our Customer Research \& Analytics Team, in a role focused on Virgin Money Insight priorities.
This is a fast\-paced and multifaceted role, where your amazing research skills and superb storytelling abilities will enable colleagues to better understand our customer needs and their reactions to our existing products and services, as well as any new developments we have in the pipeline.
If you are insatiably curious, have a strong track record for designing and delivering robust and clear customer and market research, superb attention to detail, and a passion for insight, then this role would be perfect for you!
In this role, you will be responsible for delivering and generating research and insights that enable our colleagues to understand our customer needs and outcomes better and to equip the organisation to help deliver on our purpose.
We are happy to consider flexible working approaches to help you perform at your best.
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 London or Swindon office. If you are aligned to our Glasgow hub (as this is your nearest location), 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.
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
In this role, you’ll be responsible for developing and delivering on our ad hoc customer and market research requirements – this covers a variety of research projects including strategy development, proposition testing and customer sentiment monitoring. To achieve this, you’ll be supported by the wider insights team on an ad hoc basis. You’ll ensure timely delivery of research findings by effectively utilising your workload planning and time management skills.
By having overall responsibility for our customer research panel, you will utilise this resource as a way of harnessing views from our existing customers, while building and maintaining engagement amongst the members.
By managing third party research suppliers, you’ll aim to drive optimal value from the relationships. This will ensure there is alignment between our strategic vision and the delivery of the research programme, whilst harnessing best practice techniques and methodologies.
You’ll also share insights with colleagues and partners to inform and enable best practice from a customer\-centric stance.
By embracing our strategic drivers and customer first behaviours, you’ll ensure all tasks are completed to recognised and expected standards.
About you
As a minimum, you’ll have/be:
- Experience in designing and delivering market research projects using a range of methodologies
- Experience in developing strategic research plans to meet business objectives
- Experience in developing strong consumer insights from various data sources and delivering them through powerful verbal and written presentations
- The ability to work at pace and across multiple projects
- Project management skills
- Customer focused with a proven track record and desire to influence the best possible customer outcome
- Experience in building, managing and engaging with customer research panels.
- Experience in scripting surveys in online platforms (e.g. Forsta)
- 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
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.
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