Senior Manager, Customer Communications Journeys

Nationwide Building Society; Greater London; Hybrid; GBP 60,000 - 80,000; Full time

Benefits offered by this job

Private medical insurance

Pension scheme

Annual performance-related bonus

Training and development

Salary sacrifice scheme

Life assurance

Wellhub health & wellbeing

Paid volunteering

Job summary

Nationwide Building Society is seeking a Customer Communications Journey Lead Manager to shape and optimise end-to-end communications across products and experiences.

You will use customer insight and performance data to identify opportunities, coordinating across marketing, digital, web, app, product, risk and compliance to deliver joined-up, relevant communications that improve outcomes for customers and the business.

Qualifications

• Experience designing and improving end-to-end 121 communication journeys across multiple direct and digital touchpoints.
• Experience using customer insight and performance data to assess journeys and identify improvements.
• Hands-on experience designing journey logic, including segments, signals, sequencing and channel mix.
• Experience prioritising and delivering a journey improvement roadmap balancing customer value, return, risk and feasibility.
• Experience leading cross-functional delivery without direct authority.

Responsibilities

• Design, deliver and continuously optimise end-to-end customer communication journeys across products and experiences.
• Identify opportunities to improve customer experience using insights and analytics.
• Collaborate across marketing, digital, web, app, product, risk and compliance to align communications.
• Define journey logic, timing and channel sequencing for scalable solutions.
• Maintain governance, controls and quality standards across all communications, ensuring regulatory compliance.
• Lead cross-functional delivery without direct authority.

Skills

Journeys design

Customer insight

Journey logic

Cross-functional leadership

Compliance awareness

Tools

Journey analytics

Job description

Nationwide Building Society is seeking a Customer Communications Journey Lead Manager to shape and optimise end-to-end communications across products and experiences.

You will use customer insight and performance data to identify opportunities, coordinating across marketing, digital, web, app, product, risk and compliance to deliver joined-up, relevant communications that improve outcomes for customers and the business.