Customer Communications Specialist

Are you looking for a role where you can realise your passion and talent for creating excellent customer communications? Do you want to learn and progress within one of the UK’s most recognisable and purpose-driven brands? Do you enjoy working as part of a team and across different business areas to support the development of communications that are empathetic and easily understood by customers? 

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 and 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 creates a great 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, email, and online (app and online servicing).   

We take great care with 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 with the Nationwide Communication Standards.   

We have vacancies within the team available on a 6 month and 12 month Fixed Term Contracts.

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. 

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

The Communications Specialist will report to a Squad Manager and work closely with the other Specialists 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 Communications Specialist, you’ll be accountable for the end-to-end creation and delivery of high-quality, compliant customer communications. Acting as a champion for consumer understanding and our brand’s tone of voice, you’ll collaborate with key stakeholders across Nationwide, including teams in product, data, risk, legal, and communications development & distribution, to ensure every message meets our standards and resonates with our members. You will also work closely with our delivery specialists to establish and define the data requirements you’ll need to create effective communications for our customers. 

You will bring these experts together to confirm customer and business requirements before recommending, writing, and commissioning the design of communication and journey solutions to meet the brief and achieve good customer outcomes. 

To achieve this, you will also work seamlessly and collaboratively with colleagues in your squad, including your Squad Lead, peers, Delivery Specialists, art workers, executives, and assistants.  

As a Communications Specialist within LRM Customer Communications, you will play a key role in contributing to a positive squad mentality and building a culture of continuous improvement.  

About you

For this role, you will:

• 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 
• Have demonstrable experience as a competent copywriter, applying customer insight and behavioural science to create effective and industry-leading communications and journeys  
• Be able to translate the complex into simple 
• Understand the importance of having the right data to drive optimal communications, personalisation, design, and experience 
• Thrive on change, have natural resilience, and not be fazed by last-minute changing requirements 
• Demonstrate project management experience – 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 
• Have experience with workflow management tools such as Adobe Workfront, or the ability to learn quickly 

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:

• 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

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.

Please note that should you be successful in securing this role, the job title on our internal systems will be Marketing & Corporate Affairs Consultant.