Job Description

Details

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Reference number

415879

Salary

34,750 - 40,250
c37,300 - 40,250 London; c34,750 - 37,350 Durham, Lytham, Glasgow
A Civil Service Pension with an employer contribution of 28.97%
GBP

Job grade

Higher Executive Officer
Band 5

Contract type

Fixed term

Length of employment

23 Months

Business area

NS&I - Retail

Type of role

Analytical


Communications / Marketing

Customer Insight

Digital

Other

Working pattern

Full-time

Number of jobs available

1

Contents

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Location About the job Benefits Things you need to know Apply and further information

Location

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Durham, North East England, DH1 1SL : Lytham St Anne's, North West England, FY8 4TS : Glasgow, Scotland, G2 8JX : Southwark, London (region), SE1 9HA

About the job

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Job summary

As a Customer Experience Analyst, you'll be at the heart of how we understand our services, as well as how we connect with our customers.

The role will help us

build our expertise

in customer experience data and develop new ways to drive analysis, targeting and experimentation that will inform our service.


You will establish new ways of working with NS&I's service delivery providers across our key customer touchpoints to ensure that

data defines

the personalisation of our customer experience and we align to our customer principles to make it easy for our customers and evolve our service to their needs.


The role holder will also

influence and build relationships

across NS&I to embed new ways of working with a core Data & CRM team, Content team and Service Design & Development teams.

Job description

Building Expertise

Develop our understanding of the data underpinning our customer services and customer journeys, with the aim of connecting data sources to build a complete view of our customer interactions. Ensure continuity, management and improvement of a collection of Digital and Call Analytics reports to ensure they are established as NS&I transforms its business and meet business users' needs. Develop expertise on the interrogation and interpretation of customer engagement, interaction and behavioural data from multiple customer touchpoints, as shown in a variety of analytical platforms. Work collaboratively with members of the Data & CRM team and other areas of the business to understand campaign development and evaluation and embed standards across the team.

Data Definition


Work with our service delivery partners to define and deliver data into key customer touchpoints to drive our goals of continuous improvement, personalisation of our service and delivering against our customer principles. Deliver data into customer touchpoints to enable services to be personalised according to customer need. Ensure data supports robust evaluation and experimentation. Share insights and evaluations across the business, to improve visibility of work, spark ideas and increase the rate at which we can innovate our services.

Working with others


Support other members of the Data & CRM team as required, converting insight into targetable audiences for customer experience and communications. Develop a clear briefing process for stakeholders to request changes to analytics, to ensure resulting reports are clear, concise, and widely reusable. Work with analytics colleagues to develop and support a single front door for insight. Establish a process for continuous review and improvement of reporting, to drive increased understanding of our customer experience. Ensuring we maintain reporting standards, taxonomies and definitions. Cascade and share new ways of working with the Data & CRM team and the wider NS&I Data Community

Person specification

Essential experience

Substantial experience in designing and running analysis, reports and visualisations to create actionable insight that informs business decisions about customer experience

Essential technical knowledge

Substantial knowledge of relational database analysis, report building and data mining Solid experience in digital analytics tools (e.g. Google Analytics, Adobe Analytics etc) Solid working knowledge of a data coding language (e.g. R, Python, SAS, SQL) Strong experience using data visualisation tools (e.g. Tableau, Power BI etc) Advanced knowledge of Excel, PowerPoint etc

Essential skills

Ability to communicate insights and make recommendations that engage stakeholders and influence decisions. Experienced in campaign design, A/B testing and experimentation.

Behaviours

We'll assess you against these behaviours during the selection process:


Changing and Improving Communicating and Influencing Managing a Quality Service Working Together

We only ask for evidence of these behaviours on your application form:

Changing and Improving Communicating and Influencing

Benefits

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Alongside your salary of 34,750, National Savings and Investments contributes 10,067 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.
NS&I is one of the largest savings organisations in the UK with more than 24 million customers and over 218 billion invested. We are both a government department and an Executive Agency of the Chancellor of the Exchequer. Our origins can be traced back more than 150 years to 1861.


A small company with a big reach, we offer a range of benefits including flexible working, great opportunities for development and a generous pension scheme. We care for colleagues, respect one another, invest in our people and manage talent effectively.


Some benefits of working at NS&I include:

Learning and development tailored to your role An environment with flexible hybrid working options 9 day fortnight scheme A culture encouraging inclusion and diversity A Civil Service pension with an average employer contribution of 28.97% Generous annual leave - starting at 25 days, increasing to 30 days Performance related variable pay bonus Enhanced maternity, paternity, adoption and shared parental leave

Things you need to know

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Selection process details

This vacancy is using Success Profiles , and will assess your Behaviours and Experience.
To apply, please click the link on this advert and follow the steps to complete the application form.


In your application you will be asked to provide the following:

An outline of your career history and qualifications with your key responsibilities and achievements. A 250 word personal statement on the key essential experience + Substantial experience in designing and running analysis, reports and visualisations to create actionable insight that informs business decisions about customer experience
A 250 word statement for each selected behaviour at sift. + Changing & Improving
+ Communicating & Influencing


Please use examples from your experience and knowledge to demonstrate how you meet them addressing the essential criteria in the Person Specification. We would recommend using the STAR method.


We will assess applications on your Essential Experience Personal Statement and Behaviour statements.


In the event we receive a large number of applicants, applications will be sifted first on the Essential Experience Personal Statement. Only those that meet the minimum acceptable score for this criteria will qualify for the full sift and be considered for interview.


If shortlisted, you will be invited to attend a 1 hour panel interview via video call.


As part of this interview you will be asked to make a 10 minute presentation aimed at demonstrating your ability to analyse data, communicate insights and make recommendations that engage stakeholders and influence decisions.


Interviews will take place w/c 11 August 2025.


Note we are unable to accept CVs.


This role is subject to a Security Check, Baseline Personnel Security Standard and financial credit checks.

Reserve List

A reserve list may be held for a period of 12 months from which further appointments can be made.

Working for NS&I

NS&I is currently working in a hybrid way with colleagues expected to work at their chosen office location for 40% of their working month.


Any move to NS&I from another employer will mean you can no longer access childcare vouchers. This includes moves between government departments. You may however be eligible for other government schemes, including Tax-Free Childcare. Determine your eligibility at https://www.childcarechoices.gov.uk/.


If you are applying for a role at the same NS&I band as you are currently and the advertised salary of the role is higher, if you are successful, any salary increase will be at the discretion of NS&I and will be reviewed as part of the next annual pay review, in accordance with the NS&I employee handbook.


Note to existing permanent employees at NS&I - Please be aware that if you are a permanent employee appointed to a fixed term role, our recruiting principles ensure you will retain your permanent status at the end of this contract. However, you are not guaranteed to return to your original role. At the conclusion of this fixed term period, you may be redeployed to another suitable role at NS&I, offered retraining or will be given priority mover status to find another role in the civil service.


NS&I employees on a fixed term contract moving to another fixed term role, will continue to be employed for a fixed term to the end date of this role. You may apply for suitable roles within NS&I or the civil service.

Further information

Please visit our website http://nsandi-corporate.com/about-nsi for further details about NS&I.



Feedback will only be provided if you attend an interview or assessment.

Security

Successful candidates must undergo a criminal record check.
Successful candidates must meet the security requirements before they can be appointed. The level of security needed is security check .



See our vetting charter .
People working with government assets must complete baseline personnel security standard (opens in new window) checks.

Nationality requirements

This job is broadly open to the following groups:


UK nationals nationals of the Republic of Ireland nationals of Commonwealth countries who have the right to work in the UK nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS) individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020 Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service
Further information on nationality requirements

Working for the Civil Service

The Civil Service Code sets out the standards of behaviour expected of civil servants.



We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles .
The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.
The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy.

Diversity and Inclusion

The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the Civil Service People Plan and the Civil Service Diversity and Inclusion Strategy .

Apply and further information

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This vacancy is part of the Great Place to Work for Veterans initiative.
The Civil Service welcomes applications from people who have recently left prison or have an unspent conviction. Read more about prison leaver recruitment (opens in new window).
Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.

Contact point for applicants

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Job contact :

Name : jobs@nsandi.com Email : jobs@nsandi.com
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Recruitment team

Email : jobs@nsandi.com

Further information

The law requires for selection for appointment to the Civil Service is on merit on the basis for fair and open competition as outlined in the Civil Service recruitment principles. If you feel your application has not been treated in accordance with the recruitment principles and you wish to make a complaint, you should contact jobs@nsandi.com in the first instance. If you are not satisfied with the response you receive, you can contact the Civil Service Commission info@csc.gov.uk