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Delivery Lead at Nationwide Building Society -
Customer Communications Specialist - 9-month FTC
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.
This fixed term contract is due to end on the 31st March 2026.
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, Bournemouth or London offices. If based in London, you'll be expected to travel to Swindon twice per month.
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 be reporting to the Squad Manager and working closely with other Consultants 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 Customer Communications 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'll 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 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
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.
Seniority level
* Seniority level
Mid-Senior level
Employment type
* Employment type
Full-time
Job function
* Job function
Project Management
* Industries
Financial Services and Banking
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