Customer Communications Consultant

Nationwide; City Of London; Hybrid; GBP 42.000 - 65.000; Teilzeit

Benefits dieser Stelle

Private medical insurance

Pension scheme

Annual bonus

Training and development

Salary sacrifice scheme

Life assurance

Wellhub health & wellness

Volunteer days

Zusammenfassung

Nationwide is seeking a Customer Communications Consultant to lead day-to-day delivery of high-quality 1:1 and data-driven communications across email, direct mail, push notifications and personalised prompts.

You’ll ensure clarity, accuracy, accessibility and compliance, while collaborating with Group Customer Communications (GCC) and colleagues across the business to coordinate activity and deliver work smoothly.

Qualifikationen

• Experience planning and delivering data-driven 1:1 marketing communications from brief through development, approval and delivery.
• Experience using customer and performance data to define audiences, propositions and personalisation by timing and channel.
• Experience creating and managing several 1:1 marketing communications concurrently to deadlines and quality standards.
• Experience delivering and quality-checking customer communications within accuracy, approvals, version-control and audit requirements, with workflow systems.

Aufgaben

• Develop and deliver 1:1 marketing communications across email, direct mail, push notifications and personalised prompts.
• Tailor communications to audience, channel and customer journey.
• Ensure communications are clear, accurate, accessible and in Nationwide’s tone of voice.
• Coordinate delivery with colleagues across the business and external partners.
• Track progress, quality and performance, and share ideas to improve processes and standards.

Kenntnisse

Data-driven marketing

1:1 communications

Cross-channel personalization

Compliance & tone

Stakeholder coordination

Workflow systems

Tools

Workflow management systems

Comms software

Jobbeschreibung

Our marketing squads bring together customer insight, data and creative expertise to deliver the right messages to the right audience at the right time.

As a Customer Communications Consultant, you’ll be responsible for the day-to-day delivery of high-quality communications across 1:1 and data-driven channels.

You’ll maintain content quality standards, ensuring communications are clear, accurate, engaging and compliant.

You’ll work with colleagues across Group Customer Communications (GCC) and the wider business to coordinate activity, resolve issues and deliver work smoothly and effectively.

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 28 and 35 hours.

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 .

Whilst these locations are where we are primarily looking to fill the role, if you’re an internal applicant based in a different location we would welcome your application and if successful, your hiring manager will provide further details on how this could work for this specific role. You can also find out more about our approach to hybrid working here .

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.

Uncompromisingly Customer, whatever our role

The extras you’ll get

There are all sorts of employee benefits available at Nationwide, including:

• 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 you’ll be doing

You’ll develop and deliver 1:1 marketing communications and plans across email, direct mail, push notifications and personalised prompts. Using customer insight, data and lessons from previous activity, you’ll tailor your work to the audience, channel and customer journey.

You’ll make sure communications are clear, accurate, accessible and in Nationwide’s tone of voice. You’ll follow the required controls, approvals and record-keeping processes to meet brand and compliance standards.

Working with colleagues across the business and external partners, you’ll coordinate delivery, resolve issues and manage competing deadlines. You’ll adapt to changing priorities and flag risks, dependencies or capacity pressures early.

You’ll track progress, quality and performance, using what you learn to improve communications and how the team works. This includes sharing ideas and refining processes and templates to maintain consistent standards.

About you

You will have:

• Experience planning and delivering data-driven 1:1 marketing communications from brief through development, approval and delivery
• Experience using customer and performance data to define audiences, propositions and personalisation by timing and channel
• Experience creating and managing several 1:1 marketing communications concurrently to agreed deadlines and quality standards - applying 1:1 comms excellence principles to make marketing comms clear, effective, customer-centred, and compliant
• Experience delivering and quality-checking customer communications within formal accuracy, approval, version-control and audit requirements – with experience of workflow management systems and comms-enhancing software
• Experience coordinating cross-functional delivery through several stakeholders

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.

Job Info

• Job Identification 5450
• Apply Before 11/02/2026, 11:55 PM
• Locations Nationwide House, Swindon, Wiltshire, SN38 1NW, GB 1 Threadneedle Street, London, Greater London, EC2R 8AY, GB

Banking - but fairer, more rewarding, and for the good of society

The hiring manager for this role is Joe Mariani, and the main recruitment contact is Sameena Rehman.

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 .

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.

Banking - but fairer, more rewarding, and for the good of society