Design & Delivery Senior Analyst

We're looking for a Design & Delivery Senior Analyst to join our Marketing & Communications team on a permanent basis. This is an exciting opportunity to play a key role in delivering data-driven customer communications across multiple channels, helping ensure our members receive relevant, timely and compliant communications that support excellent customer outcomes.

You'll be responsible for the operational delivery of customer communication campaigns across channels including email, direct mail, Internet Banking, SMS and mobile app messaging. Working with tools such as Pega CDH, Adobe Campaign and SQL, you'll design, build, validate and execute customer selections, ensuring communications are delivered accurately, efficiently and in line with regulatory requirements.

The role combines technical capability, analytical thinking and operational excellence. You'll investigate and resolve data and system-related issues, support incident management activities, maintain strong controls and contribute to continuous improvements across data, systems and processes. Working closely with teams across Customer Marketing, Customer Strategy, Digital and Customer Experience Platform, you'll help ensure communications are delivered safely and effectively while supporting the delivery of business and customer objectives.

We're looking for someone with experience in database marketing and customer communications, together with strong attention to detail and a good understanding of data, risk and regulatory requirements. You'll be comfortable working with large datasets, identifying opportunities for process improvements and supporting the testing and implementation of new data feeds and system enhancements. Experience within financial services or another highly regulated environment would be highly beneficial. A Pega Decisioning Consultant certification is essential for this role.

This is a specialist individual contributor role with no people management responsibility, offering the opportunity to develop expertise in customer communications, data-driven marketing and decisioning technologies while helping deliver meaningful outcomes for both our members and the business.

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.

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 a Design & Delivery Senior Analyst, you'll play a key role in delivering customer communications across a range of channels, including email, SMS, direct mail, Internet Banking and mobile app messaging. You'll use customer data, decisioning platforms and campaign management tools to build, test and execute targeted communications that support customer needs and business objectives.

You'll work closely with Customer Marketing, Customer Strategy, Digital, Customer Experience Platform and Technology teams to ensure communications are delivered accurately, efficiently and in line with regulatory requirements. You'll translate business requirements into technical solutions, creating customer selections and campaign logic that deliver the right message to the right customers at the right time.

A key part of the role will be managing and optimising communication delivery processes. You'll analyse campaign performance, identify trends and opportunities for improvement, and make recommendations that enhance customer engagement, operational efficiency and customer outcomes. You'll also support the testing and implementation of new capabilities, data feeds and platform enhancements.

You'll act as a subject matter expert for customer communication delivery tools and processes, providing guidance to stakeholders and helping colleagues understand the capabilities of our decisioning and campaign platforms. You'll contribute to the continuous improvement of delivery standards, controls and best practice across the team.

You'll also play an important role in maintaining the quality, accuracy and integrity of customer data and communications. Working with internal teams and third-party suppliers, you'll investigate and resolve data, process and system issues, support incident management activities and ensure appropriate controls are in place. Through proactive problem solving, continuous improvement and a strong focus on risk management, you'll help deliver high-quality customer communications that support both member and business outcomes.

About you

For this role, we’re looking for the following:

• Experience building, validating and executing 1-to-1 performance marketing communications using market leading enterprise campaign management or decisioning platforms, with the ability to use SQL to interrogate data and validate outputs, to deliver targeted customer communications.
• Experience delivering the operational build and delivery of 1 to 1 performance marketing communications within a controlled operational environment, ensuring outputs are accurate, timely and compliant with established processes and controls.
• Ability to identify and investigate communications build, execution or data quality issues, escalating and working with the appropriate data or platform team to resolve underlying causes
• Experience supporting the testing and implementation of system, process or data changes, including validation of outputs and maintenance of data quality.
• Experience working with stakeholders and colleagues to prioritise workload, manage dependencies and deliver agreed outcomes.
• Experience building targeted communications for business customers, with the ability to accurately interpret and apply Business Banking customer, product and relationship data.

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.

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