Full-time Customer Communications Journey Lead Manager, Nationwide

Our marketing squads bring together customer insight, data and creative

expertise to deliver the right messages to the right audience at the right time.

As a Customer Communications Journey Lead Manager, you’ll own the development

and continuous improvement of end-to-end customer communication journeys across

products, propositions and experiences.

You’ll be responsible for ensuring communication journeys are joined up,

optimised and effective in delivering strong customer experiences and commercial

outcomes.

Using customer insight, performance data and communication expertise, you’ll

identify opportunities to enhance and optimise journeys, introduce

personalisation where it adds value, and continuously improve communications to

deliver better customer outcomes and experiences.

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

02working here

[https://eur03.safelinks.protection.outlook.com/?url=https%3A%2F%2Fnationwide-jobs.co.uk%2Flife-at-nationwide%2Frewarding-you&data=05%7C02%7CSamantha.Graham%40nationwide-jobs.co.uk%7Cc3d3225d77e54ab5a92008dedc2cceff%7C18ed93f5e4704996b0ef9554af985d50%7C0%7C0%7C639190282163461695%7CUnknown%7CTWFpbGZsb3d8eyJFbXB0eU1hcGkiOnRydWUsIlYiOiIwLjAuMDAwMCIsIlAiOiJXaW4zMiIsIkFOIjoiTWFpbCIsIldUIjoyfQ%3D%3D%7C0%7C%7C%7C&sdata=PC5Y9xpYWimDrh3FYkvbMMF87I34nF17ytwWljcifjI%3D&reserved=0].

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

03our approach to hybrid working here

[https://eur03.safelinks.protection.outlook.com/?url=https%3A%2F%2Fnationwide-jobs.co.uk%2Flife-at-nationwide%2Frewarding-you&data=05%7C02%7CSamantha.Graham%40nationwide-jobs.co.uk%7Cc3d3225d77e54ab5a92008dedc2cceff%7C18ed93f5e4704996b0ef9554af985d50%7C0%7C0%7C639190282163491890%7CUnknown%7CTWFpbGZsb3d8eyJFbXB0eU1hcGkiOnRydWUsIlYiOiIwLjAuMDAwMCIsIlAiOiJXaW4zMiIsIkFOIjoiTWFpbCIsIldUIjoyfQ%3D%3D%7C0%7C%7C%7C&sdata=xcw6RJCrwBHPemN0twKbUAEgcj%2Fwbg6By56h6kGiEfw%3D&reserved=0].

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.

04RESPONSIBILITIES

What you’ll be doing

You’ll own end-to-end customer communications journeys, mapping how

communications work together, closing gaps and introducing new or personalised

interactions where they add value. You’ll test, track performance and

continually improve the experience.

You’ll lead delivery across communications teams and channels, including

websites, paid digital and 1:1 communications. You’ll ensure messages are clear,

relevant, accessible and consistent across the journey, while improving

discoverability through external channels, including AI-powered search.

Working with data, platform and delivery teams, you’ll shape journeys that make

practical use of available technology. You’ll determine the triggers, timing,

sequencing and channels needed to deliver connected, personalised

communications.

You’ll turn journey requirements into clear plans and priorities, balancing

customer needs, commercial value, risk and delivery constraints. Throughout,

you’ll maintain the controls needed to meet compliance and quality standards.

05About you

• For this role, we’re looking for:
• Experience designing and improving end-to-end 1:1 communication journeys
• across multiple direct and digital touchpoints - leveraging 1:1 comms
• excellence principles to make journeys and execution clear, effective,
• customer-centred, and compliant
• Experience using customer insight and performance data to assess existing
• journeys and identify problems and improvement opportunities
• Hands-on experience designing journey logic, including customer segments,
• signals, sequencing and channel mix
• Experience prioritising and delivering a journey improvement roadmap,
• balancing customer value, return, risk and feasibility
• Experience leading cross-functional delivery without direct authority
• Our customer first behaviours put customers and members at the heart of how we

work together. They are the set of behaviours that every colleague needs to

display, in every role:

• Feel what customers feel - We step into our customers’ shoes, using their
• feedback and insights to empathise with them and to understand their needs,
• so that every decision we make starts and finishes with our customers in mind
• Say it straight - We are brave in speaking out and saying what we think –
• we’re honest and direct with good intent, openly sharing diverse perspectives
• to reach the best conclusions and using language everyone can understand
• Push for better - We don’t settle for mediocrity, we challenge the status
• quo, taking responsibility for continuous improvement and personal
• development
• Get it done - We prioritise what will have the greatest impact, we are
• decisive, and we take accountability for delivering brilliant customer
• outcomes
• You can strengthen your application by showing how our customer first behaviours
• resonate with you, and where you may have already demonstrated these.

06QUALIFICATIONS

The extras you’ll get

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

• 25 days holiday, pro rata
• 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
• Banking – but fairer, more rewarding, and for the good of society
• 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 engine of our own profit. We share our profits with them and

put their needs first. Always there when they need us. Supporting them and their

lives.

If you’re inspired by fairer finances, passionate about making a meaningful

impact, and truly care about our customers, you’re one of us.

At Nationwide, you are challenged to grow and rewarded for doing so. Valued.

Recognised. Inspired to be your best. As a community, we want our working lives

to count. As a team, we celebrate what we achieve. As a standard-setter, we work

for the good of customers, communities, and broader society.

We are purpose-driven. Uncompromisingly customer. Unstoppably Nationwide.

07What to do next

If this role is for you, please click the ‘Apply Now’ button. You’ll need to

attach your up-to-date CV and answer a few quick questions for us.

We respond to everyone, so we will be in contact shortly after the closing date

to let you know the outcome of your application.

Keeping your data and personal information confidential is important to us. To

find out more about how we use and process your data, please read our Privacy

policy [https://nationwide-jobs.co.uk/privacy].

If you want to find out more about using AI in our recruitment process, please

read more here [https://nationwide-jobs.co.uk/help-and-support].

08Disability Confident

• We’re not just guided by data, we’re driven by the real experiences of our

people. We’re a Disability Confident Level 3 Leader, the highest level.

That’s why we’re constantly evolving our policies and practices to make sure

everyone feels genuinely supported, valued, and empowered to champion inclusion.

Whatever your needs, we’re here to support you. If you need any additional

support throughout your application journey, email our team at Recruitment

Support [Recruitment.Support@nationwide-jobs.co.uk].

09Apply safely with Nationwide

• Recruitment scams can look convincing, so take a moment to check the role is
• listed on our official careers site and read our guidance on Don’t be conned by
• a job scam. [https://www.nationwide.co.uk/news-and-stories/job-scams/]
• The hiring manager for this role is Joe Mariani, and the main recruitment
• contact is Sameena Rehman.

Interviews for this position are expected to take place from 11th November. We

will let you know the outcome of your application shortly after the closing

date. If you are shortlisted, we will share further details with you about the

interview process.

Please let us know about any annual leave you have planned during the interview

timeframe.