Customer Communications Content Lead

Nationwide

Swindon

Hybrid

GBP 65,000 - 90,000

Full time

42 hours ago

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Benefits offered by this job

Private medical insurance

Pension (competitive)

Annual bonus potential

Training and development

Salary sacrifice benefits

Life assurance

Wellhub health and wellbeing resources

Volunteering days

Job summary

Nationwide is seeking a Customer Communications Content Lead to join our Marketing & Communications team in the United Kingdom. You will lead the development and delivery of customer communications journeys across both marketing and regulatory communications, ensuring clear, relevant and engaging communications at every stage of the relationship with Nationwide.

You will oversee a team of communications specialists delivering personalised customer communications across channels, working with

Qualifications

Demonstrable experience leading the planning, development and delivery of data driven customer communications for business customers.
Experienced, high-quality people manager with coaching, training and developing others, helping to build B2B marketing communications capability.
Excellent stakeholder management and influencing skills, with experience of working with business stakeholders and third parties to lead the team.
Experience in overseeing the development of creative communications rooted in insight for business customers.
Experience delivering customer communications within a regulated environment with approval processes and risk management.
Significant experience delivering customer communications or marketing activity within a Business Banking environment.

Responsibilities

Lead the design, development and delivery of customer communications strategies across marketing and regulatory channels.
Manage a team of communication specialists ensuring high-quality, compliant and customer-focused outputs.
Partner with Marketing, Product, Digital, Data, Technology, Risk and Compliance to align communications with brand and governance standards.
Drive continuous improvement through data, insights and performance analysis to personalise and optimise communications.
Oversee governance, controls and approvals for both marketing and regulatory communications across journeys.
Coach and develop the team, promoting collaboration, innovation and high content quality.

Skills

Leadership

Stakeholder management

Content strategy

Data-driven marketing

Team coaching

Job description

Customer Marketing Content Lead - Business Banking

United Kingdom

We’re looking for an experienced Customer Communications Content Lead to join our Marketing & Communications team on a permanent basis. In this role, you’ll lead the development and delivery of customer communications journeys across both marketing and regulatory communications, helping ensure our customers receive clear, relevant and engaging communications at every stage of their relationship with Nationwide. You’ll combine customer insight, content expertise and strong leadership to deliver communications that meet both customer needs and business objectives.

You will oversee a team of communications specialists responsible for creating and delivering personalised customer communications across channels including email, direct mail, push notifications and other digital touchpoints. Working closely with teams across brand, product, audience, data, technology, legal, compliance and risk, you’ll ensure communications are customer-focused, compliant, accessible and aligned with Nationwide’s tone of voice and standards.

You’ll use customer insight, engagement data and performance outcomes to continuously improve communications effectiveness, whilst balancing priorities, managing resources and ensuring strong governance throughout the delivery process. You’ll play a key role in shaping communication strategies, driving quality standards, supporting key business initiatives and leading improvements to processes, templates and ways of working.

This role would suit someone with significant experience in customer communications, content development or data-driven marketing, who enjoys leading teams, working across multiple stakeholders and delivering high-quality customer experiences within a regulated environment. You’ll bring strong communication and planning skills, a passion for creating effective customer communications and the ability to balance commercial, customer and regulatory requirements to achieve the best outcomes.

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 our Swindon 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 .

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

As a Customer Communications Content Lead, you'll play a key role in shaping and delivering customer communications strategies that help Nationwide create more relevant, engaging and effective experiences for our members. You'll lead a team of communication specialists responsible for designing, developing and delivering customer communications across a range of channels, ensuring every interaction supports both customer needs and business objectives.

You'll work closely with colleagues across Marketing, Product, Digital, Data, Technology, Risk and Compliance to deliver communications that are clear, customer-focused and aligned to Nationwide's brand, regulatory and governance standards. Acting as a strategic partner to stakeholders, you'll help define communication approaches, influence priorities and ensure communications are delivered consistently and effectively across customer journeys.

A key focus of the role will be driving the continuous improvement of customer communications through insight, performance analysis and experimentation. You'll use customer feedback, engagement data and business outcomes to identify opportunities for optimisation, helping teams deliver more personalised, timely and impactful communications that improve customer understanding and engagement.

You'll lead the planning and delivery of both marketing and regulatory communications, ensuring appropriate governance, controls and approval processes are in place while balancing customer experience, compliance requirements and commercial objectives. You'll also support major business initiatives, transformation programmes and regulatory changes, ensuring communications are delivered effectively and with minimal customer impact.

As a leader within the function, you'll coach and develop your team, establish best practices and promote a culture of collaboration, innovation and continuous improvement. You'll help build capability across customer communications, championing high standards of content quality, accessibility and effectiveness while creating an environment where people can perform at their best.

Through strong leadership, stakeholder engagement and a passion for customer-centric communication, you'll help shape the future of Nationwide's customer communications capability, delivering better outcomes for customers while supporting the Society's wider strategic ambitions.

About you

For this role, you must have:

Demonstrable experience leading the planning, development and delivery of data driven 121 marketing communications for business customers.
Experienced, high-quality people manager who is well versed in coaching, trainingand developing others, helping to build B2B marketing communications capability and consistently applying communications best practice.
Excellent stakeholder management and influencing skills, with experience of working collaboratively with business stakeholders, subject matter experts, and third parties to lead the team in developing and delivering high-quality customer communications.
Experience in overseeing the development of creative and communications that are rooted in insight, compelling for business customers, and deliver the desired outcomes.
Experience delivering customer communications within a regulated, governed or controlled environment, applying approval processes, quality assurance, compliance standards and risk management requirements.
Significant experience developing and delivering customer communications or marketing activity within a Business Banking environment, with a strong understanding of the needs, behaviours and servicing requirements of micro and SME business customers.

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.

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.

Job Info