Customer Communications Squad Manager
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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 Legal Regulatory & Mandatory (LRM) Customer Communications team, we put customers at the heart of everything we do. We write, design, and produce millions of critical communications to help customers manage their accounts day-to-day and to make good financial decisions at the right time.
As a Centre of Excellence, we apply behavioural science, plain numbers methodology and consumer understanding principles to all communications so that they are empathetic and easily understood by customers. We deliver them as part of a clear, consistent and optimised journey that defines and enhances the customer experience.
Our squads
You'll be joining us at an exciting time of expansion. We're increasing the number of our specialist squads to support more business areas across the society with their Customer Communications.
Each squad will work closely with subject matter experts to understand and prioritise communication requirements; using their expertise to design and create the very best customer centric communications. These communications are delivered traditionally through post, SMS, push, email and online (app and online servicing).
We write all 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. Our squads will also need to appreciate how data can be used to template communications and drive personalised communications.
This is a 12-month Fixed Term Contract.
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, London or Bournemouth office. If you are aligned to our Glasgow hub (as this is your nearest location), there will be a need to regularly connect with colleagues for collaboration events. If your application is successful, your hiring manager will provide further details on how this works. You can also find out more about our approach to hybrid working here. hybrid working here .
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.