Quality Control Manager – LRM Communications

Description This; Swindon; Hybrid; GBP 65,000 - 90,000; Full time

Benefits offered by this job

Private medical insurance

A highly competitive pension

Annual performance‑related bonus

Training and development

Salary sacrifice benefits

Life assurance

Wellhub health and wellness

Job summary

Nationwide is seeking a Quality Control Manager in Swindon/UK to lead the new QC Squad for LRM Communications. You will coach, review, and drive continuous improvement across customer communications, ensuring compliance with standards and delivering excellent customer outcomes.

You’ll work with multiple squads across credit cards, accounts, mortgages and loans to embed best practices, using behavioural science and readability tools to optimise communications and customer understanding.

Qualifications

• Experience leading customer communications and ensuring high quality standards.
• Ability to coach and develop others to build best practice in communications.
• Strong collaboration with stakeholders and subject matter experts to prioritise requirements.
• Proven ability to simplify complex information for diverse audiences.

Responsibilities

• Deliver QC reviews and coaching to ensure high-quality customer communications.
• Lead and develop QC Consultants, with potential line-management responsibilities.
• Collaborate with GCC and product squads to embed communication standards and best practices.

Skills

Communications leadership

Coaching

Stakeholder management

Attention to detail

People leadership

Tools

Readability software

Eye-tracking

Job description

Quality Control Manager – LRM Communications

• Swindon, United Kingdom
• London, United Kingdom
• Glasgow, United Kingdom
• Bournemouth, United Kingdom

Are you passionate about creating and delivering outstanding customer communications? Do you have a keen eye for detail, a strong understanding of what makes communications effective and the confidence to challenge and improve them to achieve better customer outcomes? Can you drive continuous improvement, share your expertise and help embed excellence across a team?
In the Legal, Regulatory & Mandatory (LRM) Communications team, we put customers at the heart of everything we do. Every year, we create and deliver millions of critical communications that help customers manage their finances, understand important changes and make informed decisions when it matters most.
We're looking for a QC Manager to join our new Communications Quality Control (QC) Squad. This role combines hands‑on communication creation and delivery with peer reviews, coaching and challenge, helping to ensure our customer journeys and communications meet the highest standards.
Our LRM Communications Team:
You'll be joining us at an exciting time as we continue to invest in our people, capability and communications standards. As part of this evolution, we're establishing a dedicated Communications Quality Control (QC) Squad to help drive continuous improvement across the function.
The LRM Communications Team comprises the QC Squad, an Integrated Planning team, five Product Squads and a Key Moments Squad. Together, these teams support communications across credit cards, personal current accounts, mortgages and loans, individual savings, and business banking.
We work closely with stakeholders and subject matter experts to understand, prioritise and deliver customer communication requirements. Combining expertise in customer communications, behavioural science, communication standards and specialist technology, we create communications that are clear, engaging and customer‑centred.
Our communications are delivered through a range of channels, including direct mail, SMS, email, push notifications, online servicing and the Nationwide app. We write, design, test and optimise communications, working closely with development and distribution partners to ensure they reach customers effectively.
The LRM Communications Team sits within the Group Customer & Communications (GCC) function. GCC's purpose is to understand our customers, create meaningful engagement opportunities and deliver compelling experiences and communications. Alongside LRM Communications, the function includes customer strategy, marketing, brand, digital channels and social impact.
Our New QC Squad:
The QC Squad has been created to support high‑quality communications across the Product Squads, Key Moments Squad and wider business. It achieves this through communication reviews, coaching, training, continuous improvement and the promotion of best practice.
The team will influence how communications are written, designed and delivered, ensuring they meet the highest standards for customer understanding, compliance, tone of voice and customer outcomes. Using insights from customer testing, behavioural science and specialist tools such as readability and eye‑tracking software, the team will help improve communication effectiveness and customer understanding.
The QC Squad will also work closely with the Communications Standards team within GCC, helping to test, measure and monitor communication quality while supporting the ongoing development of standards and best practice across the organisation.

We are happy to consider flexible working approaches to help you perform at your best.

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, London, Bournemouth 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.

Uncompromisingly Customer, whatever our role

The extras you’ll get

• 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.

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.

Please note that should you be successful in securing this role, the job title on our internal systems will be Customer Comms Content Lead.

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

What you’ll be doing

You play a key role in delivering the QC Squad's day‑to‑day activities, working closely with the Squad Lead to implement the team's strategy. You'll also support the development of QC Consultants through coaching and mentoring and may have line management responsibilities.

Using your expertise in customer‑centred communication design, behavioural science and communications best practice, you'll help improve some of our most important customer journeys.

You'll also help build capability across the LRM Communications team and the wider business. Through training, coaching and knowledge sharing, you'll support colleagues in developing their communication skills and applying customer‑centred communication principles.

Working closely with colleagues across GCC, including Consumer Standards specialists, you'll help embed communication standards, promote best practice and drive continuous improvement.

About you

• Have a positive, continuous‑improvement mindset and foster the same culture within your squad
• Have demonstrable experience in communications leadership and a clear understanding of what excellent customer communications look like
• Be a strong communicator who uses insight and best practice to support recommendations and decisions
• Be able to simplify complex information and make it accessible to others
• Build credibility and influence a wide range of stakeholders, including communication creators and owners, subject matter experts, and risk and legal teams
• Have excellent attention to detail, with the ability to identify risks, inconsistencies and opportunities to improve communications
• Be an experienced people leader, with a track record of coaching, training and developing others to build capability and embed 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, 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 5337
• Apply Before 11/02/2026, 11:55 PM
• Locations Nationwide House, Swindon, Wiltshire, SN38 1NW, GB Richmond Hill, Bournemouth, Dorset, BH2 6EP, GB 177 Bothwell Street, Glasgow, G2 7ER, GB 1 Threadneedle Street, London, Greater London, EC2R 8AY, GB