Full-time Customer Communications Squad Lead, Nationwide

We're looking for an experienced Customer Communications Squad Lead to join our

Marketing & Communications team on a permanent basis. In this leadership role,

you'll lead a specialist squad responsible for delivering customer communication

journeys across marketing, service and regulatory communications. You'll

translate strategic priorities into clear plans, ensuring communications are

relevant, timely, personalised and connected across channels while delivering

measurable outcomes for customers and the business.

As Customer Communications Squad Lead, you will oversee the planning,

development and delivery of complex communication programmes, campaigns and

change initiatives. Working closely with teams across brand, product, audience,

legal, compliance, risk and technology, you'll ensure communications are

customer-focused, data-driven and aligned to organisational priorities. You'll

use customer insights, analytics and market understanding to optimise

engagement, improve performance and create effective end-to-end communication

journeys.

You will provide strong people leadership to a team of specialists, setting

direction, developing capability and fostering a high-performance culture.

You'll also act as a subject matter expert in customer communications,

championing innovation, continuous improvement and best practice across

channels, tools and ways of working. With accountability for governance, risk

and quality standards, you'll ensure all communications meet brand,

accessibility, regulatory and reputation requirements.

This role would suit an experienced communications or marketing leader with a

strong background in data-driven customer communications, stakeholder management

and leading high-performing teams. You'll bring a proven track record of

delivering complex communication strategies, using insight and performance data

to drive decisions, and influencing senior stakeholders to achieve successful

customer and business outcomes in a regulated environment.

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 lead and develop a high-performing 1:1 marketing squad, providing clear

direction, setting priorities and maintaining high standards of delivery. Taking

ownership of the planning, development and execution of data-driven marketing

activity, you'll ensure campaigns and initiatives deliver agreed customer and

business outcomes.

You'll lead complex programmes, campaigns and change activity, working

collaboratively across functions to ensure effective governance, prioritisation,

stakeholder alignment and high-quality execution. Using your expertise, you'll

design and optimise end-to-end customer communication journeys, ensuring

activity is relevant, timely, personalised and seamlessly connected across

channels and touchpoints.

Drawing on a deep understanding of customers, market insights, data and

analytics, you'll shape targeted and engaging communications that bring

propositions to life and resonate with the right audiences. Acting as the centre

of expertise for the squad's specialist discipline, you'll use your subject

matter knowledge to influence approach, elevate standards and enhance impact,

efficiency and customer experience.

You'll drive innovation across channels, tools, methodologies and ways of

working, strengthening how Nationwide engages with its audiences and delivers

against strategic objectives. Alongside this, you'll foster a strong risk and

control culture, ensuring clear accountability for governance, risk management

and the delivery of accurate, high-quality outputs that meet brand,

accessibility, regulatory and reputational requirements.

Maintaining a continuous focus on performance, optimisation and effective budget

management, you'll identify opportunities to maximise results and improve

effectiveness. You'll also build trusted relationships with senior leaders and

key stakeholders, influencing decision-making, securing buy-in and ensuring

squad activity supports broader functional and organisational priorities.

05About you

• To be successful in this role, we are looking for:
• Experience leading a large, cross-functional team responsible for delivering
• 1:1 marketing communications – with proven leadership credentials and
• evidence of authoritative and credible leadership, contributing and
• influencing within the leadership team and representing the squad and wider
• area in senior forums
• Experience leading the planning and delivery of complex, data-driven 1:1
• marketing campaigns that achieve agreed customer and commercial outcomes
• Experience leading the development of 1:1 marketing creative within brand,
• tone of voice and embedding 1:1 communications excellence
• Experience using customer insight and performance data to improve 1:1
• campaigns and their outcomes
• Strong stakeholder leadership and influencing skills, with experience working
• across senior Business, Risk, Legal and Customer-facing functions to drive
• alignment and deliver customer outcomes
• A proven track record working within Business Banking
• 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:

• 30 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 Kristy Halpin, and the main recruitment
• contact is Sameena Rehman.