As a Consumer Understanding Consultant, you’ll be the person who manages and develops Consumer Understanding reporting across the cycle, maturing our approach to communications Outcomes Monitoring, working with controls, risk and reporting teams across the business. 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 the risk monitoring and reporting that helps us understand and articulate the risk profile for the Consumer Understanding outcome.
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.
What you’ll be doing
You’ll work with the Head of Comms Standards and Consumer Understanding Manager in the team and alongside internal SMEs, to evolve our approach to metrics reporting across the Consumer Understanding cycle. You’ll lead on risk reports and updates for Consumer Understanding to ensure we are effectively telling the story of continuous improvement, using data and MI.
You’ll develop new methods, frameworks and processes for monitoring and reporting adherence to comms standards across the society, to evaluate and evidence how standards are embedding across our comms community and communications. You’ll also be accountable for maturing our ability to capture data.
You will work with other team members and stakeholders across other monitoring/reporting teams to develop and manage ways to feed MI and thematic findings into our Comms Standards and Consumer Understanding oversight and reporting. There will be a particular focus in this space around building out our view of Communications Outcomes monitoring and providing better guidance/frameworks around what is expected from the business.
You will work with tech leads in our Enablement and Capability team to shape requirements for a new governance AI tool that will enable us to monitor adherence to communications standards. Once implemented, you will be accountable for using data from this tool to further enhance our reporting. The end goal being to help ensure our customers receive the right outcomes and the highest possible level of consumer understanding.
You will support the Consumer Understanding Manager in administration and organisation of the weekly Consumer Research Forum. This will include tasks such as scheduling attendees, capturing auditable actions and decisions and drafting emails to confirm outcomes of the forum.
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 collaborating with stakeholders, ability to effectively challenge and influence stakeholders across multiple levels.
* Experience and strong skill set in data analysis, monitoring, reporting and identification of recommendations for continuous improvement. Including experience evolving and improving reporting suites.
* Strong attention to detail and proactive, improvement centred approach.
* Excellent planning and organisational skills and ability to meet deadlines, manage and own multiple competing priorities and deliverables.
* Background experience in risk/controls/governance with an understanding of how communications work.
* Strong experience and skills in Excel and Power BI.
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
#J-18808-Ljbffr