LRM Squad Manager

Nationwide; Swindon; Hybrid; GBP 65,000 - 90,000; Full time

Benefits offered by this job

25 days holiday

Private medical insurance

Pension

Annual performance-related bonus

Training and development

Salary sacrifice benefits

Life assurance

Wellhub

Volunteering days

Job summary

Nationwide is expanding its LRM Communications Team and creating a dedicated QC Squad. You will lead the Credit Card Product Squad, shaping comms strategy, briefs and execution across multiple channels while applying behavioural science and customer insight to improve journeys.

You will coach and develop a team, partner with stakeholders, and drive continual improvement, ensuring adherence to standards and governance across communications.

Qualifications

• Proven experience leading financial services communications teams.
• Ability to create clear, customer-centred communication briefs.
• Strong collaboration with cross-functional teams and SMEs.

Responsibilities

• Lead day-to-day activities of the Credit Card Product Squad.
• Develop and deliver communication roadmaps and briefs.
• Write, design and apply brand and tone of voice to comms.
• Ensure compliance with Nationwide Policies and Standards.
• Track assets using Workfront and AEM; manage approvals.

Skills

Leadership

Stakeholder management

Communication design

Behavioural science

Tools

Workfront

Adobe Experience Manager (AEM)

Job description

Our LRM Communications Team

You'll be joining us at an exciting time as we continue to grow both our team and our capability. As part of this growth, we're establishing a dedicated Communications Quality Control (QC) Squad to help drive communications excellence and continuously raise standards across the function.

The LRM Communications Team comprises the new QC Squad, an Integrated Planning team, five Product Squads and a Key Moments Squad. Our Product Squads support credit cards, personal current accounts, mortgages and loans, individual savings, and business banking.

We work closely with business stakeholders and subject matter experts to understand, prioritise and deliver customer communication requirements. As specialists in customer communications, behavioural science, communication standards and communications technology, we take great pride in creating communications that are clear, engaging and customer centred.

Our communications are delivered across a range of channels, including direct mail, SMS, email, push notifications, online servicing and the Nationwide app. From writing and design through to testing and optimisation, we work closely with development and distribution partners to ensure communications are delivered effectively and create positive customer outcomes.

The LRM Communications Team sits within the Group Customer & Communications (GCC) function. The function's purpose is to understand our customers, create meaningful engagement opportunities, and build compelling customer experiences and communications. Customer strategy, marketing, brand, digital channels and LRM communications all sit within GCC, alongside our social impact agenda and focus on supporting communities.

Product Squad

Your squad will deliver outstanding legal, regulatory and mandatory communications, helping customers stay informed and make confident financial decisions. The key responsibilities of our Product Squads include:

• Agree, prioritise and deliver communication roadmaps through regular Horizon Planning and Prioritisation sessions
• Facilitate the creation of clear communications briefs, ensuring requirements are validated and agreed by relevant SMEs before work begins
• Develop customer-centrïc communication plans that are informed by insight and consider journeys, channels, segmentation, customer needs and business outcomes
• Write and design communications, applying expertise in behavioural science, plain numbers, brand and tone of voice
• Ensure communications comply with the Nationwide Communications Policy and Communication Standards
• Ensure communications requirements, approvals and assets can be tracked, governed and audited through Workfront and Adobe Experience Manager (AEM)
• Reprioritise activity and resources in response to ad hoc incidents and emerging business priorities
• Drive continual improvement by reviewing communications performance and customer outcomes, using metrics such as call volumes, complaints, open rates and behavioural outcomes
• Support product and specialist teams to raise work requests in Workfront

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, Bournemouth, London or Glasgow office. If you’re based at our Glasgow office, this will apply from 1 April 2027 and ahead of that there will be a need to regularly connect with colleagues for collaboration events. If your application is successful, your hiring manager will provide further details on how this works.

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

• 25 days holiday, pro rata
• 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 lead the day-to-day activities of the Credit Card Product Squad, working closely with the Product and QC Squad Leads to deliver the LRM Team strategy and achieve the agreed objectives for your product area.

You'll also play a key role in coaching, developing and supporting your team, creating an environment where colleagues can thrive and perform at their best. Strong people leadership and stakeholder management skills will be essential, as you'll work with a wide range of colleagues across the business to deliver successful outcomes.

As a key point of contact for Product Squad Managers, product stakeholders and the Key Moments Squad, you'll build and maintain effective relationships, ensuring priorities are understood, aligned and delivered efficiently.

You'll draw on your expertise in customer-centred communication design every day, applying behavioural science, communication best practice and customer insight to improve some of our most important customer journeys and communications.

A key part of the role will be driving continuous improvement across the squad, helping to enhance capability, efficiency and the quality of deliverables. You'll encourage innovation, share best practice and support the ongoing development of both people and processes.

You'll also collaborate closely with colleagues across GCC, including Communication Standards specialists, to ensure the consistent application of communication standards, best practice and customer-centred principles across all customer communications and journeys.

About you

Here are some of the qualities and behaviours that will help you succeed in this role. You'll:

• Have a positive, continual improvement mindset and embed that same culture within your squad
• Have demonstrable experience in leading financial services communications teams and know what communications excellence looks like. You won't settle for second-best and you'll instil that same mentality in your squad
• Be a great communicator and use insight and best practice to back up your principles.
• Be smart enough to turn the complex into simple
• Influence and build credibility with a wide range of stakeholders, including communication creators and owners, subject matter experts, risk and legal teams
• Have excellent attention to detail, with the ability to identify risks, inconsistencies and improvement opportunities across all our LRM communications
• Be an experienced manager with a track record of coaching, training or developing others – helping colleagues build capability and apply communications best practice

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,