Communications Squad Manager

Swindon, United Kingdom
Bournemouth, United Kingdom

Are you a natural people leader with a passion for creating and delivering the very best customer communications? Do you understand the crucial role that communications play in the moments that matter to our customers? Do you know how to develop a continual improvement mindset within a team, inspiring high performance and optimal ways of working?

In the Legal Regulatory & Mandatory (LRM) Customer Communications team we put customers at the heart of everything we do. We write, design, and produce millions of critical communications to help customers manage their accounts day to day and to make good financial decisions at the right time.

As a Centre of Excellence, we apply behavioural science and plain numbers methodology and consumer understanding principles to all communications so that they are empathetic and easily understood by customers. We deliver them as part of a clear, consistent and optimised journey that defines and enhances the customer experience.

You’ll be joining us at an exciting time of expansion. We’re increasing the number of our specialist squads to support more areas across the business with their Customer Communications.

Each squad will work closely with subject matter experts to understand and prioritise communication requirements; using their expertise to design and create the very best customer centric communications. These communications are delivered traditionally through post, SMS, push, email and online (app and online servicing).

We write all our communications, design them, test them where necessary, and work with our comms development and distribution partners to produce and send them. The communications that we produce are inspired by customer insight, behavioural science and always align to the Nationwide Communication Standards. Our squads will also need to appreciate how data can be used to template communications and drive vibrant and personalised communications.

Initially these new squads will sit alongside one other squad in an existing project team which is focused on reviewing and uplifting our existing communications to the latest standards and branding. Once this project completes in 2026, these squads will move into our day-to-day LRM Customer Communications Team.

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 either our Swindon, Bournemouth 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.

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

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

• From January 2026, all Nationwide colleagues will benefit from 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

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…