Responsibilities

• Lead the development and delivery of customer marketing communications across 1:1 and data driven channels, ensuring activity is well planned, prioritised effectively and delivered to a high standard
• Shape and continuously improve communications across email, direct mail, push and other personalised formats, ensuring they are relevant, clear and aligned to the customer journey
• Use customer insight, audience understanding and performance data to refine communications over time, embedding a strong test and learn approach to improve quality and effectiveness
• Guide the development of creative and copy so it meets the brief, resonates with the audience and reflects Nationwide’s tone of voice
• Set and maintain high content standards, ensuring all communications are accurate, accessible, compliant and aligned to brand and governance expectations
• Lead and support communications specialists, providing clear direction, constructive feedback and the right level of challenge to drive strong performance
• Build strong relationships across product, brand, risk, legal, compliance, data and technology teams, helping to align priorities and navigate approvals
• Manage workflow, capacity and delivery risks, making considered prioritisation decisions that protect quality and outcomes
• Look for ways to improve how we work, strengthening templates, processes and quality controls to raise standards and support more effective delivery across the team

Requirements

• Significant demonstrable experience in a 1-2-1 performance marketing function with evidence of translating briefs, insight and business requirements into effective customer facing communications
• Extensive experience across creative development, copywriting, content quality assurance and end to end communications delivery
• Experience of leading, coaching or developing others, including setting expectations, reviewing work and providing constructive feedback
• Experience of using customer insight, segmentation, channel context and performance data to shape and improve communications
• Experience of delivering communications in a regulated environment, with knowledge of governance, approvals, accessibility standards, version control and quality assurance processes
• Proven ability to manage multiple priorities, deadlines and dependencies, maintaining quality under pressure
• Experience of working with a range of stakeholders, including senior stakeholders, specialist teams and external agencies or suppliers
• Evidence of delivering customer communications that are clear, accessible and aligned to customer first and brand principles

Benefits

• 25 days holiday, pro rata
• Access to private medical insurance
• A highly competitive pension to help you build a strong foundation for retirement
• Access to an annual performance-related bonus
• Training and development to help you progress your career
• A great selection of additional benefits through our salary sacrifice scheme
• Life assurance to provide peace of mind for you and your loved ones in the event of your death
• Wellhub – access to a range of free and paid options for health and wellness
• Up to 2 days of paid volunteering a year
• Banking – but fairer, more rewarding, and for the good of society