Design & Delivery Senior Manager

This role provides strategic and operational leadership for the design and delivery of customer communications, ensuring strong governance, effective team performance and alignment with business priorities. Acting as a trusted advisor and subject matter expert, you will lead the continuous improvement of communications through data-driven insight, optimisation and best practice, ensuring excellent customer outcomes and measurable business value. You will lead, coach and develop a high-performing team of communications design and delivery specialists, providing clear direction and support to achieve consistently high-quality results.

Managing competing priorities and resources effectively, you will ensure activity is focused on the areas of greatest strategic value while maintaining compliance with agreed processes, controls and governance requirements. You will also champion the use of customer insight, testing and optimisation techniques to enhance communication effectiveness and customer experience. Working closely with stakeholders across the organisation, you will lead the investigation and resolution of communications-related incidents, ensuring root causes are identified and sustainable solutions are implemented.

You will support the successful delivery and adoption of new decisioning and personalisation technologies, while partnering with the Function Leader to drive operational excellence across people, processes and performance. As the communications design subject matter expert, you will provide guidance, expertise and leadership to support the achievement of business objectives.

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

The working hours (per week) for this role are between 28 and 35.

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 .

Uncompromisingly Customer, whatever our role

The extras you’ll get

There are all sorts of employee benefits available at Nationwide, including:

• 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…