Performance & Operations Senior Consultant – Digital Services & Telephony
3d ago

Performance & Operations Senior Consultant Digital Services & Telephony

An exciting opportunity has become available within the Capacity Planning & Performance team. You’ll be working as part of an energetic and progressive team that ensures Customer Operations is always correctly resourced to meet anticipated demand.

In this challenging and rewarding role you will influence decisions that have real impact on the future direction of Nationwide’s Digital Service provision.

Your ability to quickly see the trends and issues that data is showing will enable you to deliver insights that tell a story, guiding our planning and decision making

Your success isn’t based on how long you spend at your desk. You’ll have contracted hours, but we’re always happy to support flexible working wherever we can.

That might mean working from home or different Nationwide offices or agreeing a working pattern to help you balance work and life.

We will always strive to find a way that works for everyone.

At Nationwide we openly put our 15 million members at the centre of every decision we make as a business. Every role, no matter what it’s doing, is member focused.

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

Whether you’re making recommendations on the budget, placement and capacity of staff, analysing key member trends or developing models to drive effective decision making, you will be delivering exacting, forward-thinking and data driven insights and recommendations to the business to ensure future success.

For example, you are likely to be involved in

  • Completing analysis used directly by senior management
  • Telling the story of the analysis and bringing it to life for the wider business picture
  • Making recommendations for future business strategy
  • Matching resource to demand and making sure we have the right people in place to deliver on our promises to our members
  • Influencing the shape of our Digital Service Team and direct impact on other channels
  • About you

    We’re looking for a motivated and committed individual who thrives on problem solving. You will enjoy investigating and linking data together to tell a compelling story.

    You’ll proactively and positively approach problems and help challenge the status-quo, getting to grips with complex data and turning it into actionable insight for stakeholders at all levels of the business.

    You will thrive off self-motivated learning, to own and drive your personal development to make the most of progression opportunities.

    As a minimum requirement you’ll have :

  • Previous Forecasting experience within multi-channel contact centre environment, preferably Digital Operations (Messaging / Web Chat / Social Media)
  • Must have experience of Budget setting process and be able to identify financial implications of any changes to assumptions and variation to plan
  • A logical and analytical mindset, able to evaluate information quickly and accurately
  • Advanced knowledge of MS Excel and the ability to present findings in a succinct way
  • Demonstrate experience of innovation in previous roles
  • Excellent Stakeholder Management, able to influence and develop strong relationships
  • It would also be preferable to have :

  • Knowledge of the financial services industry, particularly Operational functions
  • Experience of using SQL, IBM SPSS modeller, SAS or similar, to analyse large data sets
  • A relevant degree (such as Mathematics, Physics, Engineering, Finance, Economics or other Science Discipline)
  • We’re also interested in who you are as a person. Why? Because our membership is made up of so many different kinds of people, so we want our employees to be just as diverse.

    We’d love to hear about :

  • Your values, and what makes you who you are
  • How you’d make a difference to our members in this role
  • We know applying for jobs can sometimes feel like you’re sending an application into a black hole. We review each application individually.

    So, it’s a good idea to call out your most relevant experience on your application to give yourself the best chance.

    The extras you’ll get

    There are all sorts of employee benefits available at Nationwide, including :

  • A personal pension if you put in 7% of your salary, we’ll top up by a further 16%
  • Up to 2 days of paid volunteering a year
  • Life assurance worth 8x your salary
  • A great selection of additional benefits through our salary sacrifice scheme
  • Access to an annual performance related bonus
  • Access to training to help you develop and progress your career
  • 25 days holiday, pro rata
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