As a Comms Standards Consultant, you’ll be the person who quality controls communications standards across the organisation. The overarching goal is to drive consumer understanding in all channels and enable industry-leading standards in customer service Comms. You will be accountable for setting up and running a quality checking, review, and standards service to meet this goal.
This role is within the Customer Brand and Engagement Function, which is responsible for building and maintaining Nationwide’s brand and reputation both internally and externally.
This is a new role within the Comms Standards team, which is within Marketing Transformation and Operations – MT&O. This is the team who oversee and support colleagues across the business in reaching high standards of communications that can be easily understood and acted on by our customers. We help the business to ensure the Consumer Understanding outcome (that is part of the FCA Consumer Duty) is embedded, ensuring right outcomes for our customers.
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 either our Bournemouth or Swindon 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’ll work with the Head of Comms Standards and Managers in the team, alongside internal and external experts to create a new approach to monitoring, quality checking, reviewing, and embedding standards across customer communications within Nationwide.
Once the new approach is created and embedded, it is expected that you will hold creative review forums, quality check communications against our standards, and provide structured feedback that stakeholders can implement. All with the view to improve skills and application of behavioural science in communications and to help ensure our communications meet our standards and that our customers are receiving the best possible outcomes.
You will develop and manage ways to feed thematic findings from the work you lead into reporting, training/tooling, and evolution of standards.
You will work with tech leads in our Enablement and Capability team to shape requirements for a new governance AI tool that will enable communications across the organisation to be better managed, improved, and governed. Once implemented, you will be accountable for managing the language and scoring rules and administering the governance that this tool enables. You will also support with the successful training and rollout of this tool.
You will work within a team of 6 who will all be required to work together and support one another in meeting our team goals. This may mean covering for team members or picking up broader activities if they become a team priority and will include supporting the team in some administrative tasks.
About you
* Experience engaging, collaborating, and influencing stakeholders with the proven ability to provide feedback and remain robust in negotiations.
* Experience and strong skill set in copywriting with an understanding of behavioural science.
* Strong attention to detail and a proactive, improvement-centred approach.
* Experience or keen interest in AI/Comms governance systems that can support improvement of communication.
* A structured individual with excellent administrative and organisational skills.
* Experience in comms oversight or governance role, with the ability to manage critical controls.
Our Customer First behaviours are all about putting customers and members at the heart of how we work together. You can strengthen your application by showing the behaviours that resonate with you, and how you might have already demonstrated these.
* Say it straight - This is about being honest and direct with good intent and saying what needs to be said in the room. It’s also about being clear, precise, and using language that we and, importantly, our customers and members can understand.
* Push for better - This is about aiming high and constantly looking for better in how we work together and serve our customers and members.
* Get it done - This is about prioritising what will have the greatest impact, being decisive, and taking accountability for delivering on the end-to-end outcome.
We know applying for jobs can sometimes feel like you’re sending an application into a black hole. We review each application individually. So, it’s a good idea to call out your most relevant experience on your application to give yourself the best chance.
The extras you’ll get
There are all sorts of employee benefits available at Nationwide, including:
* A personal pension – if you put in 7% of your salary, we’ll top up by a further 16%
* Up to 2 days of paid volunteering a year
* Life assurance worth 8x your salary
* A great selection of additional benefits through our salary sacrifice scheme
* Wellhub – Access to a range of free and paid options for health and wellness
* Access to an annual performance-related bonus
* Access to training to help you develop and progress your career
* 25 days holiday, pro rata
What makes us different
Nationwide is the world’s largest building society. With over 15 million customers, we have a relationship with almost a quarter of the UK’s population. We’ve got the scale to compete with the big banks, but we’re not a bank.
As a building society, we’re owned by our members – that’s our customers who have their current account, mortgage, or savings with us. It means we can do things differently to deliver our Purpose – Banking – but fairer, more rewarding, and for the good of society.
When you work at Nationwide, you can experience that difference for yourself. You’ll be part of a high-performing, purpose-driven organisation that offers rewarding career experiences and a highly competitive range of benefits to match. You’ll also be joining us at an important time as we seek to reach more and more people in the UK. We want everyone in the UK to know that they don’t have to bank with a bank. They can choose a modern mutual instead.
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.
Please note that should you be successful in securing this role the job title on our internal systems will be Marketing and Corporate Affairs Consultant.
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