LRM Squad Manager

Our LRM Communications Team

You'll be joining us at an exciting time as we continue to grow both our team and our capability. As part of this growth, we're establishing a dedicated Communications Quality Control (QC) Squad to help drive communications excellence and continuously raise standards across the function.

The LRM Communications Team comprises the new QC Squad, an Integrated Planning team, five Product Squads and a Key Moments Squad. Our Product Squads support credit cards, personal current accounts, mortgages and loans, individual savings, and business banking.

We work closely with business stakeholders and subject matter experts to understand, prioritise and deliver customer communication requirements. As specialists in customer communications, behavioural science, communication standards and communications technology, we take great pride in creating communications that are clear, engaging and customer centred.

Our communications are delivered across a range of channels, including direct mail, SMS, email, push notifications, online servicing and the Nationwide app. From writing and design through to testing and optimisation, we work closely with development and distribution partners to ensure communications are delivered effectively and create positive customer outcomes.

The LRM Communications Team sits within the Group Customer & Communications (GCC) function. The function's purpose is to understand our customers, create meaningful engagement opportunities, and build compelling customer experiences and communications. Customer strategy, marketing, brand, digital channels and LRM communications all sit within GCC, alongside our social impact agenda and focus on supporting communities.

Product Squad

Your squad will deliver outstanding legal, regulatory and mandatory communications, helping customers stay informed and make confident financial decisions. The key responsibilities of our Product Squads include:

• Agree, prioritise and deliver communication roadmaps through regular Horizon Planning and Prioritisation sessions

• Facilitate the creation of clear communications briefs, ensuring requirements are validated and agreed by relevant SMEs before work begins

• Develop customer-centric communication plans that are informed by insight and consider journeys, channels, segmentation, customer needs and business outcomes

• Write and design communications, applying expertise in behavioural science, plain numbers, brand and tone of voice

• Ensure communications comply with the Nationwide Communications Policy and Communication Standards

• Ensure communications requirements, approvals and assets can be tracked, governed and audited through Workfront and Adobe Experience Manager (AEM)

• Reprioritise activity and resources in response to ad hoc incidents and emerging business priorities

• Drive continual improvement by reviewing communications performance and customer outcomes, using metrics such as call volumes, complaints, open rates and behavioural outcomes

• Support product and specialist teams to raise work requests in Workfront

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, Bournemouth, London or Glasgow 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 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 lead the day-to-day activities of the Credit Card Product Squad, working closely with the Product and QC Squad Leads to deliver the LRM Team strategy and achieve the agreed objectives for your product area.

You'll also play a key role in coaching, developing and supporting your team, creating an environment where colleagues can thrive and perform at their best. Strong people leadership and stakeholder management skills will be essential, as you'll work with a wide range of colleagues across the business to deliver successful outcomes.

As a key point of contact for Product Squad Managers, product stakeholders and the Key Moments Squad, you'll build and maintain effective relationships, ensuring priorities are understood, aligned and delivered efficiently.

You'll draw on your expertise in customer-centred communication design every day, applying behavioural science, communication best practice and customer insight to improve some of our most important customer journeys and communications.

A key part of the role will be driving continuous improvement across the squad, helping to enhance capability, efficiency and the quality of deliverables. You'll encourage innovation, share best practice and support the ongoing development of both people and processes.

You'll also collaborate closely with colleagues across GCC, including Communication Standards specialists, to ensure the consistent application of communication standards, best practice and customer-centred principles across all customer communications and journeys.

About you

Here are some of the qualities and behaviours that will help you succeed in this role. You'll:

• Have a positive, continual improvement mindset and embed that same culture within your squad

• Have demonstrable experience in leading financial services communications teams and know what communications excellence looks like. You won’t settle for second-best and you’ll instil that same mentality in your squad

• Be a great communicator and use insight and best practice to back up your principles.

• Be smart enough to turn the complex into simple

• Influence and build credibility with a wide range of stakeholders, including communication creators and owners, subject matter experts, risk and legal teams

• Have excellent attention to detail, with the ability to identify risks, inconsistencies and improvement opportunities across all our LRM communications

• Be an experienced manager with a track record of coaching, training or developing others - helping colleagues build capability and apply communications best practice

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

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

Interviews for this position are expected to take place from 11th November. We will let you know the outcome of your application shortly after the closing date. If you are shortlisted, we will share further details with you about the interview process.

Please note that should you be successful in securing this role, the job title on our internal systems will be Customer Comms Content Lead.