Quality Control Squad Lead – LRM Communications

Are you a natural leader with a passion for 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 others to achieve better customer outcomes? Can you drive continuous improvement, share communications 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 at key moments in their lives.

We're looking for a QC Squad Lead to establish and lead our new Communications Quality Control (QC) Squad. This is a high-profile role focused on driving communications excellence through quality reviews, coaching, training and continuous improvement.

As a key member of the LRM Communications leadership team and the wider Group Customer & Communications (GCC) function, you'll provide strong leadership, build effective relationships and bring credible communications expertise that helps raise standards across the organisation.

Our LRM Communications Team:

You'll be joining us at an exciting time as we continue to grow our capability and invest in communications excellence. As part of this evolution, we're creating a dedicated Communications Quality Control (QC) Squad to help improve the quality, effectiveness and consistency of our customer communications.

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 business stakeholders and subject matter experts to understand, prioritise and deliver customer communication requirements. Combining expertise in customer communications, behavioural science, communication standards and communications technology, we create communications that are clear, engaging and customer-focused.

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 communications excellence across the Product Squads, Key Moments Squad and wider business. It will achieve this through quality reviews, coaching, training, continuous improvement and the promotion of best practice.

The team will influence how communications are written, designed and delivered, helping to ensure they meet the highest standards for customer understanding, compliance, tone of voice and customer outcomes. Using customer research, behavioural science and specialist tools such as readability and eye-tracking software, the team will provide evidence-based recommendations that improve communication effectiveness.

The QC Squad will also work closely with the Communications Standards team within GCC, creating a strong partnership to test, measure and monitor communication quality and customer understanding, while supporting the continuous development of communication standards 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 lead a team of six QC Squad Managers and two QC Squad Consultants.

You’ll be a key contact for the LRM Communications team and the wider business, leading the review of customer communications and providing expert challenge, guidance and support to help ensure they are clear, consistent and effective.

As a member of the LRM Communications Leadership Team, you’ll help shape the communications strategy and contribute to the effective running of the function.

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

A key part of the role will be developing capability across the LRM Communications team and the wider business. Through training, coaching and the sharing of best practice, you’ll help colleagues strengthen their communication skills and deepen their understanding of customer-centred communication principles.

You’ll also collaborate with colleagues across GCC, including Consumer Standards specialists, to support the consistent application of communication standards and best practice.

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 QC Squad
• Have demonstrable leadership experience 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 help others do the same
• 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.

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