Customer Communications Consultant

We're looking for a Customer Communications Consultant to join our Marketing & Communications team on a permanent basis. You'll play a key role in developing and delivering high-quality, customer-focused communications that help Nationwide engage with members effectively while meeting regulatory, governance and brand standards. You'll work across a range of personalised and data-driven channels, ensuring communications are clear, relevant, compliant and deliver the desired customer and business outcomes.

In this role, you will manage the end-to-end delivery of customer communications across channels such as email, direct mail, push notifications and other personalised formats. You will use customer insight, business priorities, data, propositions and performance learnings to create effective communications that support customer engagement and commercial objectives. You'll be responsible for maintaining high quality standards, ensuring communications are customer-first, accessible, accurate and aligned to Nationwide's tone of voice and brand requirements.

You will work closely with colleagues across Marketing, Product, Digital, Legal and other business areas, as well as external suppliers and specialist partners, to coordinate activity, manage priorities and deliver communications efficiently. You'll balance customer, business and regulatory considerations while identifying opportunities to improve communications, processes and ways of working.

We're looking for someone with experience developing and delivering customer communications or marketing campaigns across multiple channels, ideally within a regulated environment. You'll have strong stakeholder management skills, excellent written communication abilities, a customer-first mindset and the ability to manage multiple priorities while maintaining high standards of quality and control. Experience using customer insight, data and performance information to drive communication effectiveness will be important to success in this role.

Please note that this role does not have direct people management responsibility and forms part of a wider team reporting into a Senior Manager.

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 working here.

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 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.

What you’ll be doing

You’ll create and deliver customer-focused, data-driven marketing communications that support Nationwide’s business priorities and enhance the customer experience. Using agreed briefs, audience insights and brand guidelines, you’ll develop compelling copy and creative assets for personalised one-to-one marketing campaigns.

You'll be responsible for creating and adapting content across a range of communication channels, including email, direct mail, push notifications, prompts and other personalised customer touchpoints. Ensuring the right message reaches the right audience at the right stage of their journey will be a key part of the role.

Working closely with brand guidelines and creative standards, you’ll bring the Nationwide brand to life through communications that are clear, engaging, accessible and relevant. You'll ensure all content remains consistent with the organisation’s tone of voice, design principles and customer-first approach.

You’ll build and maintain communication assets to a high standard, focusing on accuracy, consistency, accessibility and regulatory compliance. This includes ensuring all communications meet approved business requirements, customer needs and governance standards.

Collaboration will be central to your success. You’ll work closely with teams across Brand, Product, Risk, Legal, Data, Technology and Channel Delivery, as well as external partners, to review content, resolve queries and ensure communications are delivered effectively and accurately.

You'll also take ownership of managing your workload across multiple campaigns and deadlines, ensuring priorities are effectively balanced and any risks, dependencies or delivery challenges are identified and escalated where necessary.

Using customer insights, engagement data and campaign performance results, you'll continuously identify opportunities to improve communications, optimise content execution and increase channel effectiveness. In addition, you'll contribute to team projects and continuous improvement initiatives, helping to enhance processes, templates and ways of working to deliver better outcomes for customers and the business.

About you

To be successful in this role, you will need:

• Experience planning and delivering data-driven 121 marketing communications from brief through development, approval and delivery
• Experience using customer and performance data to define audiences, propositions and personalisation by timing and channel
• Experience creating and managing several 121 marketing communications concurrently to agreed deadlines and quality standards - applying 121 comms excellence principles to make marketing comms clear, effective, customer-centred, and compliant
• Experience delivering and quality-checking customer communications within formal accuracy, approval, version-control and audit requirements – with experience of workflow management systems and comms-enhancing software
• Experience coordinating cross-functional delivery through several stakeholders

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:

• 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.

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.

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.

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.

Apply 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.

The hiring manager for this role is Kristy Halpin, and the main recruitment contact is Sameena Rehman.