Engineer (Customer Communication SME)

Nationwide; Swindon; Hybrid; GBP 80,000 - 100,000; Full time

Job summary

A leading UK mutual financial institution is seeking a Customer Communication SME to enhance their communication strategy. This role involves managing communication platforms and ensuring effective messaging across various channels, including Print, email, and SMS. The candidate should have experience in Financial Services and a passion for delivering exceptional service while working in a hybrid environment in Swindon or London.

Benefits

Personal pension with 16% top-up

Paid volunteering days

Life assurance worth 8x salary

Health and wellness options

Annual performance-related bonus

Access to training for career development

25 days holiday, pro rata

Qualifications

• Track record of governance in communication platforms.
• Experience in Financial Services or regulated sectors.
• Passion for creativity, determination, and enthusiasm.

Responsibilities

• Support the Society on various communication platforms.
• Manage Comms delivery timelines/plans.
• Deliver the Servicing Comms for Nationwide.

Skills

Expert-level knowledge in communication platforms

Understanding of OpenText, Adobe Campaign, IBM CMOD

Ability to drive Paperless & PUSH strategy

Collaborate with cross-functional teams

High-level Infrastructure & Cloud understanding

Strategic communication planning

Content creation and stakeholder engagement

Ability to lead communication training sessions

Job description

The banking services that Nationwide provides and the service we give are unrivalled. At the core of this are our digital channels ensuring our members and our customers can interact with us as they choose in a safe and secure channel that offers the experience they desire.

We’re on a journey to provide the best banking services for the UK, and as part of this, we are simplifying our systems and streamlining the apps and services our members and colleagues use. For Nationwide has always delivered great service in new ways: for example, we were one of the first UK financial services providers to provide online banking.

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 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.

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

As a Customer Communication SME, you will support the Society on the various communication platforms like Print, email, SMS, digital copy, Push, etc. This group is part of the Chief Data & Analytics Office (CDAO) and part of the overall COO team.

Our Communication SME’s are key players to run the Comms strategy and governance of Platforms, so you’ll be comfortable setting up Comms delivery timelines/plans, managing vendors (both on and offshore). You’ll work with colleagues across the society to deliver the Servicing Comms for Nationwide.

We’re looking for a Communication SME with passion, creativity, determination and enthusiasm that will help us uncover the best ways of delivering value in the future.

Our teams are close knit, friendly and sociable. You can expect to work alongside experts in banking, security, risk and card services, as well as colleagues who understand how our branch systems work and how best to deliver an exceptional service. Above all, we’ll give you the accountable freedom you’ll need to propose and deliver the best solution for our members.

We understand that learning is essential for us to grow as engineers, so we’ll provide access to Pluralsight and Degreed courses, regular training courses, and the time that you need to learn. There are plenty of opportunities for you to teach, too.

About you

For the role of Communication SME, we are looking for a track record of running governance and working different communication platforms in Financial Services, or other regulated sectors. That means we expect you to have skills in the following:

• Expert-level knowledge in communication platforms, strategy, and execution.
• Understanding on how OpenText, Adobe Campaign, IBM CMOD operates.
• Understanding on how print, email & SMS Comms composition happens.
• Ability to drive the Paperless & PUSH strategy for customers.
• Collaborate with cross-functional teams (Products, Marketing, Operations) to ensure consistent and effective messaging.
• High-level Infrastructure & Cloud understanding.
• Proven expertise in strategic communication planning, content creation, and stakeholder engagement.
• Ability to lead or support the design and delivery of communication training sessions, workshops, and webinars.

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:

• A personal pension – if you put in 7% of your salary, we’ll top up by a further 16%
• Up to 2 days of paid volunteering a year
• Life assurance worth 8x your salary
• A great selection of additional benefits through our salary sacrifice scheme
• Wellhub – Access to a range of free and paid options for health and wellness.
• Access to an annual performance related bonus
• Access to training to help you develop and progress your career
• 25 days holiday, pro rata

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.

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