Full-time Lead Communications Risk Manager, Nationwide

Group Customer and Communications aspires to be a best-in-class customer and

communication function, building the strongest brand, deepest customer

relationships, most effective customer-focused communications and leading in

customer satisfaction.

This new role is an exciting opportunity to play a key part in managing

communications risk across Nationwide and Virgin Money. This is a chance to

shape how communications risk is managed during a period of change and

integration, while maintaining a continued focus on customer understanding.

Working closely with risk partners and stakeholders across the Society, you’ll

lead the embedding of the Policy and supporting standards. You will influence

decision-making through reporting, advice and constructive challenge on

communications risk, policy and governance. Your impact and influence will drive

better customer outcomes while helping the Society meet robust risk and

governance standards.

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, London, Glasgow or

Bournemouth 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

02out more about our 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%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.

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.

03RESPONSIBILITIES

What you’ll be doing

The role requires you to manage competing priorities and build strong

relationships. The key responsibilities will centre on providing risk advice and

governance, leading the embedding of the Communications Risk Policy to promote

customer understanding and effective customer communications. You will provide

oversight of controls, processes and input into frameworks and supporting

toolkits. You will also work across the Three Lines of Defence to help ensure

risk and governance standards are understood and effectively managed.

You’ll lead on reporting, including into Committees, bringing together multiple

topics into clear, concise messages that support effective decision making with

a focus on good customer outcomes.

You’ll lead and develop the team of Communications Risk Managers, contributing

to a high-performing team culture.

04About you

• As a minimum you’ll have:
• Practitioner level experience working in a first-line risk environment within
• financial services, with proven experience and passion for managing customer
• and communications risk across a broad range of business areas and
• stakeholders
• Demonstrated capability in a high-performing, customer-led business area and
• an ability to prioritise a varied workload
• Comprehensive knowledge and experience of risk, policy and process
• governance, including managing risk in line with the FCA Consumer Duty,
• specifically Consumer Understanding.
• 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.

05QUALIFICATIONS

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.

06What 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].

07Disability 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].

08Apply 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 Leanne Harrison, and the main recruitment
• contact is Ola Crown.
• Please note that should you be successful in securing this role, the job title
• on our internal systems will be Risk Manager Lead.