Secured Strategy Analyst

Our Collections and Recoveries team is undergoing an exciting period of strategic investment, with significant improvements being made across the Collections operation. These enhancements will ensure the function is fit for purpose within an increasingly complex and evolving regulatory environment, while continuing to deliver tailored, fair, and sensitive solutions that reflect individual customer circumstances. Achieving positive customer outcomes remains at the heart of everything we do, alongside creating a more engaging and rewarding experience for our colleagues on the front line.

We’re now looking for a talented individual to join us and help deliver this ambitious transformation. Working collaboratively with colleagues across Virgin Money and Nationwide, you’ll play a key role in strengthening the Collections and Recoveries function. The Collections Strategy team is responsible for protecting the bank’s asset quality and supporting customers experiencing financial difficulty through effective credit strategy management, performance monitoring, cross-business project involvement, and proactive communication across the organisation.

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 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. Virgin Money is now part of Nationwide Nationwide acquired Virgin Money in October 2024. Virgin Money continues to serve customers on the high street, and there will be a phased and considered integration over the coming years.

You’ll be employed by Nationwide from day one, delivering real impact and benefitting from a highly competitive range of benefits. We’re a workplace where you’re rewarded, recognised and celebrated. 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.

You’ll support the development, monitoring and improvement of collections and recoveries strategies, helping the team decide what action we should take for customers in different circumstances. This includes using data and operational insight to review customer contact strategy, treatment paths, process design and policy impacts, with a focus on fair customer outcomes, effective recoveries activity and managing cost or operational effort appropriately.

You’ll produce analysis, management information and clear commentary to help identify where strategies are working well, where risks or inefficiencies are emerging, and where changes may be needed. You’ll be expected to work through complex information, challenge assumptions, and turn data or operational feedback into practical recommendations. You’ll work with colleagues across Strategy, Operations, Risk, Technology and Change to support improvements to collections activity.

This could include helping shape requirements, testing the impact of proposed changes, supporting governance activity, and making sure recommendations are evidence-based, proportionate and workable for front-line teams.

As a minimum you’ll have:

• Proven analytical skills, with the ability to work through complex information, identify patterns or issues, and explain what the data is showing in a clear and practical way
• Experience using data, management information or operational insight to support decisions, improve performance or solve business problems
• Working knowledge of collections, recoveries, customer operations and financial services processes, including how operational decisions affect customers and colleagues
• Comfortable working with spreadsheets, reports or data outputs; experience with tools such as SAS, SQL or similar analytical software would be useful
• Able to question information, test assumptions and make evidence-based recommendations rather than simply reporting numbers
• Able to confidently summarise findings clearly for different audiences (both verbally and in writing)
• Organised, curious and able to manage multiple pieces of work while maintaining attention to detail 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 . 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. The hiring manager for this role is Neil Wallace, and the main recruitment contact is Jemma Ives.