Design & Delivery Senior Manager

This role provides strategic and operational leadership for the design and delivery of customer communications, ensuring strong governance, effective team performance and alignment with business priorities. Acting as a trusted advisor and subject matter expert, you will lead the continuous improvement of communications through data-driven insight, optimisation and best practice, ensuring excellent customer outcomes and measurable business value.

You will lead, coach and develop a high-performing team of communications design and delivery specialists, providing clear direction and support to achieve consistently high-quality results. Managing competing priorities and resources effectively, you will ensure activity is focused on the areas of greatest strategic value while maintaining compliance with agreed processes, controls and governance requirements. You will also champion the use of customer insight, testing and optimisation techniques to enhance communication effectiveness and customer experience.

Working closely with stakeholders across the organisation, you will lead the investigation and resolution of communications-related incidents, ensuring root causes are identified and sustainable solutions are implemented. You will support the successful delivery and adoption of new decisioning and personalisation technologies, while partnering with the Function Leader to drive operational excellence across people, processes and performance. As the communications design subject matter expert, you will provide guidance, expertise and leadership to support the achievement of business objectives.

We are happy to consider flexible working approaches to help you perform at your best.

The working hours (per week) for this role are between 28 and 35.

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 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

You will build and maintain strong relationships across the organisation, leading and inspiring a high-performing team while fostering a culture of collaboration, accountability and continuous improvement. Working closely with senior leaders and key stakeholders, you will influence decision-making, drive high standards of delivery and ensure business objectives are achieved. You will also establish and maintain effective relationships with external partners, suppliers and industry peers to ensure the organisation remains at the forefront of best practice and innovation.

The successful candidate will be a strategic thinker with strong problem-solving skills, capable of analysing complex information and translating it into clear recommendations and actions. Acting as an escalation point for operational and team-related issues, you will use sound judgement to resolve challenges, balancing pace of delivery with appropriate governance, risk management and reputational considerations.

You will proactively identify and address delivery risks, coordinating cross-functional responses to incidents and issues to ensure effective and timely resolution.

You will lead the planning and delivery of both long-term continuous improvement initiatives and short-term responses to emerging risks, issues and opportunities. Managing competing priorities and resources effectively, you will ensure effort is focused on the activities that deliver the greatest value, enabling the team to achieve business, community and customer objectives while maintaining operational excellence.

About you

Minimum skills and experience:

• Significant experience within Business Banking, leading the end-to-end design, delivery, and optimisation of targeted customer communications and performance marketing campaigns in a complex, regulated environment

• Proven ability to leverage customer data, insight, and performance metrics to deliver measurable customer and business outcomes

• Strong leadership experience, with a track record of building, developing, and motivating high-performing teams, setting clear direction, and driving delivery against strategic objectives.

• Experience providing expert advice and influencing senior stakeholders on operational, technical, and strategic decisions within a specialist field

• Demonstrable experience leading governance and controls within a complex delivery environment, including risk identification and management, process oversight, and the investigation and resolution of operational incidents

• Strong understanding of campaign management, marketing decisioning, and personalisation platforms, such as PEGA, Adobe Campaign, or Salesforce Marketing Cloud

• Experience leading the implementation, adoption, and optimisation of new technologies, processes, and operational capabilities to improve customer and business outcomes

• Practical, hands-on knowledge of campaign and decisioning platforms, with the ability to navigate systems effectively and support continuous improvement initiatives

• Commercially minded, with excellent judgement, problem-solving, and decision-making skills.

• Experience managing competing priorities and delivering results in a fast-paced environment while maintaining high standards of quality and governance

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.

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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