Quality Control Manager – LRM Communications

Are you passionate about creating and delivering outstanding customer communications? Do you have a keen eye for detail, a strong understanding of what makes communications effective and the confidence to challenge and improve them to achieve better customer outcomes? Can you drive continuous improvement, share your expertise and help embed excellence across a team?

In the Legal, Regulatory & Mandatory (LRM) Communications team, we put customers at the heart of everything we do. Every year, we create and deliver millions of critical communications that help customers manage their finances, understand important changes and make informed decisions when it matters most.

We're looking for a QC Manager to join our new Communications Quality Control (QC) Squad. This role combines hands-on communication creation and delivery with peer reviews, coaching and challenge, helping to ensure our customer journeys and communications meet the highest standards.

Our LRM Communications Team:

You'll be joining us at an exciting time as we continue to invest in our people, capability and communications standards. As part of this evolution, we're establishing a dedicated Communications Quality Control (QC) Squad to help drive continuous improvement across the function.

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

We work closely with stakeholders and subject matter experts to understand, prioritise and deliver customer communication requirements. Combining expertise in customer communications, behavioural science, communication standards and specialist technology, we create communications that are clear, engaging and customer-centred.

Our communications are delivered through a range of channels, including direct mail, SMS, email, push notifications, online servicing and the Nationwide app. We write, design, test and optimise communications, working closely with development and distribution partners to ensure they reach customers effectively.

The LRM Communications Team sits within the Group Customer & Communications (GCC) function. GCC's purpose is to understand our customers, create meaningful engagement opportunities and deliver compelling experiences and communications. Alongside LRM Communications, the function includes customer strategy, marketing, brand, digital channels and social impact.

Our New QC Squad:

The QC Squad has been created to support high-quality communications across the Product Squads, Key Moments Squad and wider business. It achieves this through communication reviews, coaching, training, continuous improvement and the promotion of best practice.

The team will influence how communications are written, designed and delivered, ensuring they meet the highest standards for customer understanding, compliance, tone of voice and customer outcomes. Using insights from customer testing, behavioural science and specialist tools such as readability and eye-tracking software, the team will help improve communication effectiveness and customer understanding.

The QC Squad will also work closely with the Communications Standards team within GCC, helping to test, measure and monitor communication quality while supporting the ongoing development of standards and best practice across the organisation.

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

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, Bournemouth 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.

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'll play a key role in delivering the QC Squad's day-to-day activities, working closely with the Squad Lead to implement the team's strategy. You'll also support the development of QC Consultants through coaching and mentoring and may have line management responsibilities.

Using your expertise in customer-centred communication design, behavioural science and communications best practice, you'll help improve some of our most important customer journeys.

You'll also help build capability across the LRM Communications team and the wider business. Through training, coaching and knowledge sharing, you'll support colleagues in developing their communication skills and applying customer-centred communication principles.

Working closely with colleagues across GCC, including Consumer Standards specialists, you'll help embed communication standards, promote best practice and drive continuous improvement.

About you

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

• Have a positive, continuous-improvement mindset and foster the same culture within your squad
• Have demonstrable experience in communications leadership and a clear understanding of what excellent customer communications look like
• Be a strong communicator who uses insight and best practice to support recommendations and decisions
• Be able to simplify complex information and make it accessible to others
• Build credibility and influence a wide range of stakeholders, including communication creators and owners, subject matter experts, and risk and legal teams
• Have excellent attention to detail, with the ability to identify risks, inconsistencies and opportunities to improve communications
• Be an experienced people leader, with a track record of coaching, training and developing others to build capability and embed 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.

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.

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.