Communications Delivery Manager

Nationwide Building Society; Swindon; Hybrid; GBP 45,000 - 65,000; Full time

Job summary

A leading financial institution in the UK is seeking a Communications Delivery Manager to oversee the delivery of essential customer communications. You will use technical and interpersonal skills to ensure high quality and effectiveness while managing a hybrid work environment. The ideal candidate will have experience in stakeholder engagement, data-driven communication strategies, and multichannel content creation. This role offers competitive benefits and the opportunity to truly impact customer experiences.

Benefits

25 days holiday, pro rata

Fully funded private medical insurance from January 2026

Personal pension contributions, with generous employer top-up

Performance-related bonus

Access to career development training

Salary sacrifice scheme benefits

Life assurance worth 8x salary

Health and wellness options through Wellhub

Paid volunteering days

Qualifications

• Experience collaborating with stakeholders in a communication context.
• Proven ability to manage and influence delivery teams.
• Strong grasp of how to leverage data for better customer experiences.
• Experience with customer communications across various channels.

Responsibilities

• Deliver high-quality LRM Customer Communications.
• Collaborate with product and process owners for data-driven communications.
• Ensure quality assurance controls throughout the communication process.

Skills

Stakeholder engagement

Leadership

Delivery team management

Data-driven communication

Communication across channels

Detail-oriented

Change leadership

Education

Experience in customer communication

Tools

Adobe Workfront

OpenText

Quadient

Job description

The Communications Delivery Manager role sits as part of the team which are responsible for writing, designing and producing millions of essential communications for our customers each year. These communications are often called Legal, Regulatory and Mandatory (LRM) communications and are the critical communications that we send to our customers to help them manage their accounts, day-to-day, and to make good financial decisions.

As a Communications Delivery Manager, you’ll make our communication ambitions become reality. You’ll have a brilliant balance of both technical and interpersonal skills to drive our communications to the next level.

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 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 Bournemouth 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

You’ll ensure that all LRM Customer Communications are delivered in a way which creates the very best customer experience.

Our LRM Customer Communications Squads design and create communications which are tailored to customer need, are easy to understand and use the latest in numeracy and behavioural science standards. However, creating the words and design is only one part of the process.

You’ll work with product and process owners from across the business to understand the data that drives LRM Customer Communications and ensure it meets the standards for the communications we need to send to deliver the best experience. Combining data with communications and understanding how this can drive appropriate comms templating with dynamic content and customer personalisation will also be a key part of the role.

You’ll ensure that robust quality assurance controls are operated throughout the build, test and approval process to ensure that nothing reaches a customer which doesn’t meet the required standard.

Please note, initially this new role works as part of an existing project team which is focused on reviewing and uplifting our existing communications to the latest standards and branding. Once this project is complete in 2026, this role will join other delivery specialists within the day-to-day operating model.

About you

Here are some of the qualities and behaviours which will help you to succeed in the role.

You’ll have:

• Experience engaging, collaborating and influencing stakeholders including data, technical and product stakeholders with a proven ability to provide feedback and remain robust in negotiations.
• Great leadership skills and experience, able to confidently manage demand and influence stakeholders at all levels
• Experience managing and leading a high performing delivery team spanning both technical and non-technical skillsets
• A self-starter mentality, who thrives in leading and developing strategy and is able to prioritise work which delivers the most customer benefit.
• A good understanding of how data can be used to drive good customer communications experience
• Experience with supporting creating communications across multiple channels, including paper, digital, SMS, push and video
• The ability to make the complex simple, you’ll be able to confidently brief technical development teams on build requirements for critical communications
• A passion for quality and control, with a strong understanding of why effective controls and governance protect the customer experience
• Strong attention to detail and proactive, improvement centred approach.
• Experience in modern customer communication build techniques (i.e. templating) using CCM technology (i.e. OpenText or Quadient) – but this isn’t essential.
• The ability to lead through change and champion new ways of working
• Familiarity with workflow management tools such as Adobe Workfront would be advantageous
• Experience of working in or leading a squad or be willing to adapt to squad ways of working.

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
• From January 2026, all colleagues will have access to fully funded private medical insurance
• A personal pension – if you put in 7% of your salary, we’ll top up by a further 16%
• Access to an annual performance related bonus
• Access to training to help you develop and progress your career
• A great selection of additional benefits through our salary sacrifice scheme
• Life assurance worth 8x your salary
• 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.

Please note that should you be successful in securing this role the job title on our internal systems will be Marketing & Corporate Affairs Manager.