As an Operational Support Officer within the Multi Skilled Operation, you’ll play an important role in supporting the leadership team to understand performance, activity and opportunities across each deployment area. You’ll help bring together key information, create clear insight and support activity that enables leaders to make informed decisions and deliver the best outcomes for our customers, members and colleagues. In this role, you’ll collate and analyse performance information across the operation, identifying trends, themes and areas where action may be needed. You’ll carry out root-cause analysis to understand what is driving performance outcomes and help shape practical recommendations that support continuous improvement, operational effectiveness and strong customer outcomes. You’ll also support our people agenda, working closely with People Ambassadors and leadership teams to help drive engagement, development and colleague experience across the Multi Skilled Operation. This will include supporting recruitment activity and helping to ensure leaders have the right information and insight to plan effectively. A key part of the role will be creating leadership packs that bring together performance, activity, insight and key messages in a clear and engaging way. You’ll need to be confident working with data, comfortable using different systems and able to present information in a way that supports decision making and tells a clear story. We’re looking for someone who is a strategic thinker, curious about how things work and confident in challenging existing ways of working to make things better. You’ll be organised, creative and able to work independently while building strong relationships across teams. You’ll bring vision, energy and a proactive approach to helping the operation perform at its best. 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 30 and 35 hours. This includes full flexibility Monday to Sunday between 8am and 8pm. 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. 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 In this role, you will be responsible for creating and managing key performance packs to help understand performance across deployment areas. You will analyse data to help understand key themes and trends and undertake root cause analysis. You will look for opportunities of continuous improvement, improving ways of working. You will play an active role in helping to organise and shape recruitment across the operation and working closely with our recruitment team. You will lead alongside our people ambassadors on the people agenda, working closely to help shape and develop our actions and take an active role in progressing actions alongside the leadership team. About you • You will ideally have a track record of driving improvements and experience of working in an operational area • Excellent communication and storytelling skills, with the ability to clearly present information to diverse audiences and influence stakeholders at all levels • Strong analytical capability, enabling you to identify data and MI opportunities that streamline processes and drive operational efficiency • Advanced Excel skills are essential, with experience in data MI tools such as Power BI and AI tools such as Co-pilot • String ability to produce high-quality reports, presentations and papers suitable for senior stakeholders • Confident in communicating, presenting and influencing, with the ability to deliver information verbally, visually, and in writing to a range of audiences, including senior leaders • Strong planning and organisational skills, prioritising tasks, managing stakeholders, and delivering against deadlines • Excellent collaboration and teamwork abilities, with experience working across multiple business areas and engaging confidently with senior leaders as well as large, diverse groups • Demonstrated ability to handle sensitive information discreetly and professionally 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 [https://nationwide-jobs.co.uk/privacy]. If you want to find out more about using AI in our recruitment process, please read more here [https://nationwide-jobs.co.uk/help-and-support]. 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 [Recruitment.Support@nationwide-jobs.co.uk]. 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. [https://www.nationwide.co.uk/news-and-stories/job-scams/] The hiring manager for this role is Ruby Hasan, and the main recruitment contact is Emily Short.