Content and SEO Senior Manager

As the Senior Manager, Content Design, you'll play a pivotal role in shaping how customers experience and engage with content across Nationwide's digital channels. Reporting to the Head of Websites, you'll define the strategic direction and capability roadmap for content design, ensuring content supports exceptional customer experiences, business objectives and evolving customer needs.

You'll lead a team of Content Designers responsible for creating clear, accessible and customer-focused experiences across the Nationwide website, app and Internet Bank. Working closely with the Websites Leadership Team, you'll help bring together customer insight, content strategy, search optimisation and digital experience design to create seamless and effective customer journeys.

A key part of the role will be building and leading a high-performing content design function, developing capability across content strategy, accessibility and customer-centred design. You'll champion best practice, drive innovation and embed a culture of continuous improvement that raises the quality and effectiveness of content across the digital estate.

This is a highly strategic leadership role for someone who combines customer focus, content expertise and commercial awareness, and is passionate about helping customers find, understand and act on information with confidence while shaping the future of Nationwide's digital experiences.

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, London, Glasgow or Gosforth 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 you are aligned to our Gosforth hub (as this is your nearest location), there will be a need to regularly connect with colleagues for collaboration events. This is anticipated to be weekly in Gosforth. There will also be a need to attend a monthly team meeting in Swindon or London. 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.

If we receive a high volume of relevant applications, we may close the advert earlier than the advertised date, so please apply as soon as you can.

What you’ll be doing

As the Senior Manager, Content Design and Search, you'll set the strategic direction for content across Nationwide's digital estate, ensuring content plays a central role in delivering exceptional customer experiences and supporting business objectives. You'll define and lead a clear content vision, creating a roadmap that improves customer understanding, engagement and digital performance across the website, app and Internet Bank.

You'll lead and develop a high-performing Content Design function, building capability, setting standards and fostering a culture of innovation, collaboration and continuous improvement. Through strong leadership, you'll ensure the team has the skills, tools and frameworks needed to deliver content experiences that are customer-focused, accessible and effective at scale.

Working closely with senior leaders across Product, Design, Analytics and SEO, you'll translate customer insight, behavioural data and performance trends into strategic priorities and investment decisions. You'll ensure content decisions balance customer needs, commercial objectives, brand standards, accessibility requirements and regulatory obligations.

You'll be accountable for the quality, consistency and effectiveness of content across Nationwide's digital channels, embedding robust governance, accessibility and risk controls into ways of working. You'll champion content design best practice and ensure all content supports customer outcomes while maintaining compliance with legal and regulatory requirements.

As digital discovery continues to evolve, you'll work alongside the Senior Manager responsible for SEO and Search to ensure content strategies support how customers find and consume information. You'll help shape Nationwide's approach to emerging trends such as AI-driven search, answer engines and changing customer behaviours, ensuring our digital experiences remain relevant, competitive and future-ready.

You'll also establish a culture of measurement, experimentation and optimisation, ensuring content performance is continuously evaluated and improved. Through your leadership, you'll deliver measurable customer, commercial and operational outcomes while helping shape the future of Nationwide's digital experience.

About you

We’re looking for:

• Significant experience defining and delivering content strategy within a large-scale digital environment, with a proven track record of improving customer experience, engagement and business outcomes
• Strong leadership experience building and developing high-performing content teams, with the ability to create capability and drive continuous improvement at scale
• Experience setting strategic direction and roadmaps, translating customer, business and digital priorities into clear plans and measurable outcomes
• Strong understanding of content design, information architecture, taxonomy, accessibility and digital customer journeys, with the ability to create scalable content experiences that support discoverability and customer needs
• Experience working closely with SEO and search specialists, with a good understanding of search optimisation, AI-driven search and emerging digital discovery trends
• Excellent stakeholder management and influencing skills, with the ability to align senior leaders and cross-functional teams around a shared vision, balancing customer, commercial, brand and regulatory requirements
• Experience operating within a regulated or governance-heavy environment, with a strong appreciation for accessibility, compliance, risk and governance controls while maintaining a relentless focus on customer outcomes

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.

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.

What 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.

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

Disability 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.

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Please note that should you be successful in securing this role, the job title on our internal systems will be Senior Manager Web Content & Search.