Business Analyst

As a Business Analyst in Colleague Servicing, you will define, design and support the delivery of solutions that meet our business objectives and improve the customer experience. We are looking for someone who is proactive, highly motivated and comfortable working independently while navigating ambiguity.

Working alongside colleagues across our change teams, you will contribute to current-state analysis, helping to identify opportunities for improvement and define future requirements. You will play a key role in business solution design, ensuring solutions align with both business needs and customer outcomes.

You will also support business process modelling, design and optimisation to drive greater efficiency and effectiveness across our operations. In addition, you will be responsible for requirements elicitation, analysis and management, working with stakeholders to understand needs and translate them into clear, actionable requirements.

As part of delivering successful change, you will contribute to business change and readiness activities, helping colleagues prepare for and adopt new processes, systems and ways of working.

Colleague Servicing is responsible for a range of colleague-facing applications that enable our teams to support customers effectively, including teller application, customer servicing application and other key servicing tools. These applications play an important role in day-to-day customer servicing, helping colleagues access the information and functionality they need to deliver efficient and consistent outcomes. As a Business Analyst, you will help shape improvements to these services by developing a strong understanding of colleague needs, operational processes and the technology that supports them.

You will support the Product Owner in defining a prioritised, value-driven roadmap for change. You will provide clear analysis and constructive challenge to support effective decision-making. This will include defining scope and outcomes, shaping initiatives, planning and estimating activities, and working closely with stakeholders to translate business needs into clear functional requirements that enable successful delivery.

Drawing on your knowledge of technology, business processes, operating models, governance, risk management and change delivery methods, you will work closely with colleagues across Architecture, Engineering and Business Change to deliver effective end-to-end solutions. You will engage with and influence a diverse range of stakeholders, adapting your communication style to create a shared understanding of the scope and intended outcomes.

You will also work closely with other Business Analysts, building and strengthening effective relationships across the profession. As an experienced Business Analyst, you will contribute to continuous improvement, help optimise the way we work and identify good practice from colleagues in other areas. You will use your initiative, remain inquisitive and bring a proactive approach to your work.

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 Swindon or London 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.

What you’ll be doing

As a Business Analyst, you will use a range of analysis techniques to gather the information needed by Product Owners and other stakeholders to make informed decisions and define measurable outcomes. By understanding business needs, challenges and opportunities, you will help ensure solutions deliver meaningful value and support strategic objectives.

You will apply your business analysis expertise, solution knowledge, organisational understanding and influencing skills to identify appropriate solutions and elicit requirements that drive value-led outcomes. This includes creating epics and user stories, managing them throughout the delivery lifecycle, and maintaining effective traceability of requirements, risks and dependencies to support successful delivery.

Working collaboratively with colleagues across the team and wider Nationwide functions, you will support the delivery of change initiatives aligned to our strategic goals. Through strong stakeholder engagement and a focus on continuous improvement, you will help ensure change is delivered effectively, efficiently and with lasting business impact.

About you

For this role, you will need:

• Experience working in a business analysis role, preferably within financial services
• Ability to define business outcomes and requirements, analyse complex information and identify effective solutions within a controlled delivery environment on multiple projects
• Knowledge of business analysis techniques, tools and methods, with a strong understanding of when and how to apply them when shaping new developments
• A strong understanding of compliance and governance requirements within a fast-paced delivery environment
• An understanding of Agile delivery techniques and experience working in diverse, multidisciplinary teams comprising internal colleagues and external partners, including third-party suppliers and contractors
• Confident communication and influencing skills, with the ability to plan and coordinate your work and communicate progress clearly at all levels
• A willingness to learn and develop a strong understanding of the systems and approaches used to deliver the service our customers expect and deserve

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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