Quality Control Squad Lead – LRM Communications

Our LRM Communications Team

You'll be joining us at an exciting time as we continue to grow our capability and invest in communications excellence. As part of this evolution, we're creating a dedicated Communications Quality Control (QC) Squad to help improve the quality, effectiveness and consistency of our customer communications.

The LRM Communications Team comprises the QC Squad, an Integrated Planning team, five Product Squads and a Key Moments Squad. Together, these teams support communications across credit cards, personal current accounts, mortgages and loans, individual savings, and business banking.

We work closely with business stakeholders and subject matter experts to understand, prioritise and deliver customer communication requirements. Combining expertise in customer communications, behavioural science, communication standards and communications technology, we create communications that are clear, engaging and customer-focused.

Our communications are delivered through a range of channels, including direct mail, SMS, email, push notifications, online servicing and the Nationwide app. We write, design, test and optimise communications, working closely with development and distribution partners to ensure they reach customers effectively.

The LRM Communications Team sits within the Group Customer & Communications (GCC) function. GCC's purpose is to understand our customers, create meaningful engagement opportunities and deliver compelling experiences and communications. Alongside LRM Communications, the function includes customer strategy, marketing, brand, digital channels and social impact.

Our New QC Squad

The QC Squad has been created to support communications excellence across the Product Squads, Key Moments Squad and wider business. It will achieve this through quality reviews, coaching, training, continuous improvement and the promotion of best practice.

The team will influence how communications are written, designed and delivered, helping to ensure they meet the highest standards for customer understanding, compliance, tone of voice and customer outcomes. Using customer research, behavioural science and specialist tools such as readability and eye-tracking software, the team will provide evidence-based recommendations that improve communication effectiveness.

The QC Squad will also work closely with the Communications Standards team within GCC, creating a strong partnership to test, measure and monitor communication quality and customer understanding, while supporting the continuous development of communication standards across the organisation.

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 our Swindon, London, Bournemouth or Glasgow office. If you’re based at our Glasgow office, this will apply from 1 April 2027 and ahead of that there will be a need to regularly connect with colleagues for collaboration events. 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.