Hybrid Customer Communications Design & Delivery Lead

Nationwide Building Society; Greater London; Hybrid; GBP 80,000 - 110,000; Full time

Benefits offered by this job

Private medical insurance

Competitive pension

Annual performance-related bonus

Training and development

Salary sacrifice scheme

Life assurance

Wellhub – health and wellbeing

Paid volunteering

Job summary

Nationwide Building Society in the United Kingdom is seeking a strategic and operational leader to design and deliver customer communications, aligning with priorities and delivering outstanding customer outcomes. You will lead a data-led approach, using insights, testing and optimisation to improve effectiveness across the business, and you will act as a trusted advisor to senior stakeholders.

You will manage a team of up to 30, ensure governance and risk management, and support the adoption of

Qualifications

• Proven experience managing the end-to-end design, build, testing, validation and deployment of targeted customer communications using enterprise campaign management and decisioning platforms, supported by strong SQL knowledge
• Demonstrable experience delivering customer communications within a regulated environment, ensuring robust controls, quality assurance standards and compliance requirements are consistently met
• Strong understanding of campaign operations, with experience identifying, investigating and resolving communication delivery, execution and control issues in collaboration with data, technology and platform teams
• Proven leadership experience, with the ability to coach, develop and motivate teams, effectively prioritising workloads and allocating resources to achieve business objectives
• Experience managing the implementation of data, process and system changes, ensuring data quality, operational integrity and minimal disruption to business activities
• Strong stakeholder management and communication skills, with the ability to build effective relationships and collaborate across multiple teams and functions
• Excellent organisational, analytical and problem-solving skills, with a proactive approach to identifying opportunities for improvement
• A continuous improvement mindset, focused on enhancing operational efficiency, customer outcomes and overall business performance

Responsibilities

• Lead, inspire and develop a high-performing team, creating a culture of accountability, collaboration and continuous improvement.
• Build strong relationships across the business and with external stakeholders, influence outcomes, challenge constructively and ensure activity is delivered to the highest standards of quality and performance.
• Analyse complex information, make sound judgements and provide recommendations that support informed decision-making.
• Act as a key escalation point for team and operational issues, balancing the pace of delivery with governance, risk and reputational considerations, coordinating cross-functional responses to incidents and ensuring timely resolution of issues.
• With formal management responsibility for a team of up to 30 colleagues, lead long-term continuous improvement initiatives and short-term responses to emerging risks, issues and opportunities.
• Effectively manage competing priorities and resources, ensuring activity remains focused on achieving business objectives and delivering the best possible outcomes for customers and the organisation.

Skills

Campaign management

Decisioning platforms

SQL knowledge

Regulated environment

Stakeholder management

Leadership

Data-driven improvements

Problem solving

Job description

Nationwide Building Society in the United Kingdom is seeking a strategic and operational leader to design and deliver customer communications, aligning with priorities and delivering outstanding customer outcomes. You will lead a data-led approach, using insights, testing and optimisation to improve effectiveness across the business, and you will act as a trusted advisor to senior stakeholders.

You will manage a team of up to 30, ensure governance and risk management, and support the adoption of