LRM Squad Manager

Our LRM Communications Team

You'll be joining us at an exciting time as we continue to grow both our team and our capability. As part of this growth, we're establishing a dedicated Communications Quality Control (QC) Squad to help drive communications excellence and continuously raise standards across the function.

The LRM Communications Team comprises the new QC Squad, an Integrated Planning team, five Product Squads and a Key Moments Squad. Our Product Squads support 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. As specialists in customer communications, behavioural science, communication standards and communications technology, we take great pride in creating communications that are clear, engaging and customer centred.

Our communications are delivered across a range of channels, including direct mail, SMS, email, push notifications, online servicing and the Nationwide app. From writing and design through to testing and optimisation, we work closely with development and distribution partners to ensure communications are delivered effectively and create positive customer outcomes.

The LRM Communications Team sits within the Group Customer & Communications (GCC) function. The function's purpose is to understand our customers, create meaningful engagement opportunities, and build compelling customer experiences and communications. Customer strategy, marketing, brand, digital channels and LRM communications all sit within GCC, alongside our social impact agenda and focus on supporting communities.

Product Squad

Your squad will deliver outstanding legal, regulatory and mandatory communications, helping customers stay informed and make confident financial decisions. The key responsibilities of our Product Squads include:

Agree, prioritise and deliver communication roadmaps through regular Horizon Planning and Prioritisation sessions

Facilitate the creation of clear communications briefs, ensuring requirements are validated and agreed by relevant SMEs before work begins

Develop customer-centric communication plans that are informed by insight and consider journeys, channels, segmentation, customer needs and business outcomes

Write and design communications, applying expertise in behavioural science, plain numbers, brand and tone of voice

Ensure communications comply with the Nationwide Communications Policy and Communication Standards

Ensure communications requirements, approvals and assets can be tracked, governed and audited through Workfront and Adobe Experience Manager (AEM)

Reprioritise activity and resources in response to ad hoc incidents and emerging business priorities

Drive continual improvement by reviewing communications performance and customer outcomes, using metrics such as call volumes, complaints, open rates and behavioural outcomes

Support product and specialist teams to raise work requests in Workfront

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, Bournemouth, London 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.

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.