Are you a natural people leader, with a passion for creating and delivering the very best customer communications? Do you understand the crucial role that communications play in the moments that matter to our customers? Do you know how to develop a continual improvement mindset within a team, inspiring high performance, and optimal ways of working?
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 must send to our customers to help them manage their accounts, day-to-day, and to make good financial decisions.
We put customers at the heart of everything we do. And we make sure the customer journeys are clear and optimised.
Our vision is for all of our communications 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.
And we now need additional, like-minded communications experts to join us as we build our team.
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 Swindon or Bournemouth office. If your application is successful, your hiring manager will provide further details on how this works.
What you’ll be doing
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 communications 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).
We copywrite all of our communications, design them, test them where necessary, and work with our comms development and distribution partners to produce and send them. The communications that we produce are inspired by customer insight, behavioural science and align to the Nationwide Communication Standards.
The Squad Manager is a new role, reporting to the Squad Lead and working closely with the other four Squad Managers in the team. It’s a great opportunity to influence, and 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 Manager, you will lead your squad day-to-day, instilling a one-team mentality where everyone’s unique skills are pointed towards the same end goal: the efficient design and delivery of industry leading, compliant customer communications.
To achieve this, you will make sure that communication and ways of working is seamless and collaborative between communication consultants, artworkers, delivery consultants and assistants.
Other internal colleagues you will work with includes peers and seniors within CB&E - and colleagues from across the wider business, such as products, risk, comms development and distribution, legal and others. You will also partner with colleagues from our creative, design and strategic agencies to optimise customer communication experiences.
About you
As a people leader within MT&O, you will play a key role as both role model and coach, creating a positive squad mentality and building a culture of continuous improvement.
Here are some of the qualities and behaviours which will help you to succeed in the role. You’ll:
* Have a positive, continual improvement mindset
* Be a strong people manager with great leadership skills
* Be practised in overseeing multiple priorities, effectively managing resource and skills across a team, and 3rd parties
* Thrive on change, have natural resilience, and not be fazed by last-minute changing requirements
* Be able to translate the complex into simple
* Set high standards of quality end to end – from establishing a brief, to writing and designing highly effective customer communications through to timely production, delivery and outcomes monitoring
* Have a natural ability to build great relationships and inspire trust and credibility in your squad
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:
* 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
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.
Please note that should you be successful in securing this role the job title on our internal systems will be Marketing and Corporate Affairs Manager.
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