Content Designer

Our LRM Communications Team

You'll be joining us at an exciting time as we continue to grow our team and our capability. As part of this growth, we're establishing a dedicated communications Quality Control (QC) Squad to drive communications excellence.

The LRM Communications Team comprises the new QC Squad, an Integrated Planning team, five Product Squads and a Key Moments Squad. Our Product Squads cover credit cards, personal current accounts, mortgages & loans, individual savings, and business banking.

We work closely with business stakeholders and subject matter experts to understand, prioritise and deliver customer communication requests. We’re experts in customer communications, behavioural science, communication standards and comms-enhancing software. We take huge pride in creating communications that are clear, engaging and customer centred.

Our communications are delivered across a range of channels, including direct mail, SMS, email, push notifications, online servicing and the Nationwide app. We write, design, test and optimise communications, working closely with development and distribution partners to deliver them to customers.

The LRM Communications team sits within the Group Customer & Communications (GCC) Function. The Function’s purpose is to understand our customers, and design meaningful engagement opportunities, together with building compelling experiences and communications. Customer strategy, marketing, brand, website and LRM communications all sit within GCC, alongside a focus on communities with our social impact agenda.

Our new QC Squad

The main objective of the QC Squad is to support the delivery of communications excellence within the Product Squads, the Key Moments Squad, and the wider business. The Squad will achieve this through communication quality reviews, coaching, training, continuous improvement and the promotion of best practice.

The QC Squad will influence how communications are written, designed and delivered, helping to ensure they meet the highest standards for customer understanding, compliance, tone of voice and customer outcomes. The Squad will use the insights gathered from customer testing and behavioural science to inform our decisions, supported by tools such as readability and eye-tracking software.

The QC Squad will also work closely with the Communications Standards team in GCC, which will provide independent oversight and partnership as we test, measure and monitor the quality of our communications and their ability to be understood by customers.

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 be located at our nearest regional office or hub. There will be a need to regularly connect with colleagues for collaboration and in some locations you’ll be expected to spend at least two days a week, or if part time you'll spend 40% of your working time, in the office. If your application is successful, your hiring manager will provide further details on how this works.

Nationwide is committed to the redeployment of our employees impacted by change, as such applications for redeployment candidates will be prioritised in this recruitment process.

If you’re a colleague on long-term absence (for example, on parental leave) or a temporary worker, please use your personal email address to submit an application.

Responsibilities

What you’ll be doing

You'll deliver the day-to-day work within the QC Squad and work closely with the Squad Lead to implement the QC strategy. You’ll also help to coach and develop the QC Consultants, and you may have line management responsibilities as part of that.

You'll use your expertise in customer-centred communication design every day, applying behavioural science and communications best practice to our most important customer journeys.

Another key part of the role is to continually improve capability across the LRM Communications team, and the wider business. Through training, coaching and the sharing of best practice, you'll help colleagues strengthen their communication skills and deepen their understanding of customer-centred communication principles.

You'll also collaborate with colleagues across GCC, including Consumer Standards colleagues, to support the consistent application of communication standards and best practice.

About you

Here are some of the qualities and behaviours that will help you to succeed in the role. You’ll:

• Have a positive, continual improvement mindset and embed that same culture within your squad
• Have demonstrable experience in communications leadership and know what communications excellence looks like.
• Be a great communicator and use insight and best practice to back up your principles.
• Be smart enough to turn the complex into simple.
• Influence and build credibility with a wide range of stakeholders, including communication creators and owners, subject matter experts, risk and legal teams.
• Have excellent attention to detail, with the ability to identify risks, inconsistencies and improvement opportunities across all our LRM communications.
• Be an experienced manager with a track record of coaching, training or developing others - helping colleagues build capability and apply communications best practice.

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.

Qualifications

The extras you’ll get

There are all sorts of employee benefits available at Nationwide, including:

• 25 days holiday, pro rata
• 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

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.

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.

Keeping your data and personal information confidential is important to us. To find out more about how we use and process your data, please read our Privacy policy.

If you want to find out more about using AI in our recruitment process, please read more here.

Disability Confident

We’re not just guided by data, we’re driven by the real experiences of our people. We’re a Disability Confident Level 3 Leader, the highest level.

That’s why we’re constantly evolving our policies and practices to make sure everyone feels genuinely supported, valued, and empowered to champion inclusion. Whatever your needs, we’re here to support you. If you need any additional support throughout your application journey, email our team at Recruitment Support.

Apply safely with Nationwide

Recruitment scams can look convincing, so take a moment to check the role is listed on our official careers site and read our guidance on Don’t be conned by a job scam.

The hiring manager for this role is Ian Humphreys, and the main recruitment contact is Sameena Rehman.

Interviews for this position are expected to take place from 11th November. We will let you know the outcome of your application shortly after the closing date. If you are shortlisted, we will share further details with you about the interview process.

Please let us know about any annual leave you have planned during the interview timeframe.