Customer Communications Consultant

We're looking for a Customer Communications Consultant to join our Marketing & Communications team on a permanent basis. You'll play a key role in developing and delivering high-quality, customer-focused communications that help Nationwide engage with members effectively while meeting regulatory, governance and brand standards. You'll work across a range of personalised and data-driven channels, ensuring communications are clear, relevant, compliant and deliver the desired customer and business outcomes.

In this role, you will manage the end-to-end delivery of customer communications across channels such as email, direct mail, push notifications and other personalised formats. You will use customer insight, business priorities, data, propositions and performance learnings to create effective communications that support customer engagement and commercial objectives. You'll be responsible for maintaining high quality standards, ensuring communications are customer-first, accessible, accurate and aligned to Nationwide's tone of voice and brand requirements.

You will work closely with colleagues across Marketing, Product, Digital, Legal and other business areas, as well as external suppliers and specialist partners, to coordinate activity, manage priorities and deliver communications efficiently. You'll balance customer, business and regulatory considerations while identifying opportunities to improve communications, processes and ways of working.

We're looking for someone with experience developing and delivering customer communications or marketing campaigns across multiple channels, ideally within a regulated environment. You'll have strong stakeholder management skills, excellent written communication abilities, a customer-first mindset and the ability to manage multiple priorities while maintaining high standards of quality and control. Experience using customer insight, data and performance information to drive communication effectiveness will be important to success in this role.

Please note that this role does not have direct people management responsibility and forms part of a wider team reporting into a Senior Manager.

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.

Whilst these locations are where we are primarily looking to fill the role, if you’re an internal applicant based in a different location we would welcome your application and if successful, your hiring manager will provide further details on how this could work for this specific role. You can also find out more about our approach to hybrid working here.

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.