Customer Marketing Squad Lead - Business Banking

United Kingdom

We’re looking for an experienced Customer Communications Squad Lead to join our Marketing & Communications team on a permanent basis. In this leadership role, you’ll lead a specialist squad responsible for delivering customer communication journeys across marketing, service and regulatory communications. You’ll translate strategic priorities into clear plans, ensuring communications are relevant, timely, personalised and connected across channels while delivering measurable outcomes for customers and the business.

As Customer Communications Squad Lead, you will oversee the planning, development and delivery of complex communication programmes, campaigns and change initiatives. Working closely with teams across brand, product, audience, legal, compliance, risk and technology, you’ll ensure communications are customer-focused, data-driven and aligned to organisational priorities. You’ll use customer insights, analytics and market understanding to optimise engagement, improve performance and create effective end-to-end communication journeys.

You will provide strong people leadership to a team of specialists, setting direction, developing capability and fostering a high-performance culture. You’ll also act as a subject matter expert in customer communications, championing innovation, continuous improvement and best practice across channels, tools and ways of working. With accountability for governance, risk and quality standards, you’ll ensure all communications meet brand, accessibility, regulatory and reputation requirements.

This role would suit an experienced communications or marketing leader with a strong background in data-driven customer communications, stakeholder management and leading high-performing teams. You’ll bring a proven track record of delivering complex communication strategies, using insight and performance data to drive decisions, and influencing senior stakeholders to achieve successful customer and business outcomes in a regulated environment.

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.

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

• 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…