Are you a natural project manager, with a talent for writing, designing, and delivering industry leading communications that are empathetic and easily understood by customers? Do you understand the crucial role that communications play in the moments that matter to our customers? Do you have a continual improvement mindset, and thrive best in a one team environment where you are always pushing for better?
In the Customer Communications team in MT&O, we write, design, and produce millions of essential communications for our customers each year. The communications we manage are often called legal, regulatory and mandatory communications. These are the critical communications that we send to our customers to help them manage their accounts, day-to-day, and to make good financial decisions.
Our vision is for all of our communications is to be empathetic and easily understood by customers. We’ve made a great start on our journey to achieve our vision, using the very best copy, design and behavioural science.
We have four squads, each with seven colleagues, managed by a Squad Manager. The squads work closely with the business areas to understand and challenge communication briefs and then design the best customer experience and communications.
These communications are delivered traditionally through mailings and digitally through email and our new online experience (app and online servicing). They are inspired by customer insight, behavioural science and align to the Nationwide Communication Standards.
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 Bournemouth or Swindon. If your application is successful, your hiring manager will provide further details on how this works.
What you’ll be doing
The Squad Specialist is a new role, reporting to the Squad Manager and working closely with the other Specialists and colleagues in the squad. It’s a great opportunity to play a key role in delivering Nationwide’s ambition of being a modern mutual and a ‘challenger’ to the big banks.
As a Squad Specialist, you will lead the end-to-end creation and delivery of industry leading, compliant customer communications. To achieve this, you will work with key colleagues from across Nationwide – including products, risk, legal, and comms development and distribution.
You will bring these experts together to establish customer and business requirements, before recommending, writing, and commissioning the design of effective customer communication and journey solutions to meet the brief and achieve good customer outcomes.
To achieve this, you will work seamlessly and collaboratively with colleagues in your squad, including your Squad Lead, peers, delivery consultants, artworkers, executives and assistants.
About you
* Experience in writing, designing, and delivering best in class communications that truly support the needs of our customers
* Have a positive, continual improvement mindset
* Be able to confidently lead a room and gather multiple inputs to inform and validate communication requirements
* Be able to think critically, anticipating customer needs by asking the right questions and influencing to achieve the best customer solutions
* Know how to write complex information using simple, easy to understand language
* Be able to translate the complex into simple
* Thrive on change, have natural resilience, and not be fazed by last-minute changing requirements
* Demonstrate natural project management skills – communicating effectively among squad members, internal stakeholders and 3rd parties, following critical processes, managing risk, and making sure that timelines are met
* Have a natural passion and aspiration for creating best in class communications that truly support the needs of our customers
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.
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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