Customer Communications Journey Lead Manager - Business Banking

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 spend at least two days per week, or if part time you'll spend 40% of your working time, based at either 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.

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.