Are you a natural leader with a passion for creating and delivering the very best customer communications? Do you understand the role that communications play in critical moments for our customers? Can you ensure processes are robust and efficient while fostering a continual improvement mindset within a team? In the Customer Communications team in MT&O, we write, design, and produce millions of essential communications for our customers each year, often categorized as legal, regulatory, and mandatory communications. These are crucial for helping customers manage their accounts and make informed financial decisions. We place customers at the heart of everything we do, ensuring customer journeys are clear and optimized. Our vision is for all communications to be empathetic and easily understood by customers, employing the best copy, design, and behavioral science. The Customer Communications team is organized into squads, each consisting of seven colleagues managed by a Squad Manager. The squads collaborate with business areas to understand and refine communication briefs, designing the best customer experiences and communications. These communications are delivered through traditional mailings and digitally via email and our online platforms. We handle all aspects of our communications, from copywriting and design to testing and distribution, inspired by customer insights and aligned with Nationwide Communication Standards. At Nationwide, we support hybrid working, allowing flexibility between office and home work. For this role, you will spend at least two days a week in our Swindon, London, or Bournemouth office. What you’ll be doing The Squad Lead is a senior role reporting to the Head of Department, collaborating with other Squad Leads to deliver on Nationwide’s ambition of being a modern mutual. You will represent CB&E and MT&O at senior levels and focus on enabling communications excellence, working with creative and strategic agencies to improve customer communication experiences. You will lead the end-to-end delivery of two squads, ensuring seamless collaboration among squad managers, communication consultants, and assistants. As a senior leader, you will foster a positive squad mentality and a culture of continuous improvement. About you Experience with legal, mandatory, and regulatory communications A positive, continual improvement mindset Strong leadership skills with experience managing teams up to 14 Resilience and adaptability in changing environments Ability to simplify complex concepts, delivering excellent customer journeys High standards for customer experience Proven track record of delivery and success in financial services The extras you’ll get Personal pension with significant employer contribution Paid volunteering days Life assurance Salary sacrifice scheme benefits Access to health and wellness options Annual performance-related bonus Career development training 30 days holiday pro rata Individual healthcare cover What makes us different Nationwide is the world’s largest building society, competing with big banks while remaining member-owned. We aim to offer fair, rewarding banking experiences, promoting the choice of a modern mutual instead of a bank. What to do next If interested, click ‘Apply Now’ to submit your CV and answer a few questions. We review applications individually and will inform you of the outcome shortly after the closing date.