The posting
Job Description
We’re transforming how we use personalisation to create more relevant, timely and valuable experiences for our customers, using data and insight to better understand what customers need and how we can help.
As a Manager in our Personalisation Strategy team, you’ll play a leading role in shaping and delivering personalisation for our customers. You’ll turn our strategy into action, identifying opportunities to improve customer experiences and working across the business to bring them to life.
You’ll help us extend personalisation beyond traditional marketing communications into digital, service and colleague-led experiences, ensuring we consider the whole customer journey and deliver measurable benefits for our customers and Nationwide
This is an exciting role within our Personalisation team, helping to shape how Nationwide builds deeper relationships with customers through more relevant, timely and individually personalised experiences.
Working within the Personalisation Strategy team, you’ll be responsible for translating our personalisation ambition into tangible customer experiences, with a particular focus on Business Banking. You’ll combine customer insight, data and performance with strategic thinking to identify where personalisation can make the biggest difference and work with teams across Nationwide to turn those opportunities into reality.
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 or London office. 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.
Responsibilities
What you’ll be doing
You’ll lead the development and delivery of key areas of our personalisation strategy, with a particular focus on creating better experiences for our Business Banking customers. You’ll use customer insight, data and performance to identify opportunities, shape priorities and continually improve the experiences we deliver. You’ll lead strategic initiatives from idea through to delivery, working with teams across the business to turn our ambition into tangible customer and business outcomes. You’ll also help expand personalisation beyond marketing communications, shaping how it comes to life across digital, service and colleague-led interactions. You’ll build strong relationships across Nationwide, influencing stakeholders and bringing people together around a clear direction and plan.
About you
As a minimum you’ll have:
- Demonstrable experience of planning and delivering 1:1 customer communications or personalised customer experiences across one or more channels, with evidence of measurable customer or business outcomes
- Demonstrable experience of using customer data, insight and performance measures to improve personalisation or customer communications, including using results to optimise future activity
- Proven ability to analyse and interpret complex data and insight, identify the key implications and use evidence to make or recommend clear decisions
- Demonstrable experience of translating strategy into clear priorities and delivery plans, leading complex initiatives through to implementation and measurable customer or business outcomes
- Proven experience of turning complex strategies, plans or performance information into clear recommendations for senior stakeholders, communicating effectively and influencing others to build alignment and enable decisions
- Demonstrable experience within Business Banking, applying an understanding of business customer needs to shape customer communications, journeys or experiences
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.
Please note that should you be successful in securing this role, the job title on our internal systems will be Marketing and Corporate Affairs Manager.
