Hybrid: Customer Communications Journey Lead

United Kingdom

This role is focused on shaping and improving how customers experience communications across their relationship with Nationwide. Working within Marketing & Communications, you’ll take ownership of end-to-end customer communication journeys across products, propositions and experiences, ensuring every interaction is joined-up, relevant and delivers positive outcomes for both customers and the business.

As a Customer Communications Journey Lead Manager, you’ll use customer insight, performance data and communications expertise to identify opportunities to improve and optimise journeys across digital and direct communication channels. You’ll work closely with teams across marketing, digital, web, app, product, risk and compliance to design, deliver and continuously enhance customer communications, introducing personalisation where it adds value and ensuring communications remain clear, accessible and effective.

You’ll lead the coordination of activity across multiple communications teams and channels, balancing customer needs, commercial priorities and regulatory requirements. Working with data, platform and delivery teams, you’ll help shape practical and scalable solutions, drive continuous improvement through testing and performance analysis, and ensure robust governance and controls are maintained throughout the customer journey.

This is an excellent opportunity for someone with strong communications, customer journey and stakeholder management experience who enjoys solving complex challenges, influencing across teams and delivering meaningful improvements that enhance customer experience and business performance.

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

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

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 be located at our nearest regional office or hub. There will be a need to regularly connect with colleagues for collaboration and in some locations you’ll be expected to spend at least two days a week, or if part time you'll spend 40% of your working time, in the office. If your application is successful, your hiring manager will provide further details on how this works.

If we receive a high volume of relevant applications, we may close the advert earlier than the advertised date, so please apply as soon as you can.

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…