Communications Squad Manager in Swindon

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 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 defines and enhances the customer experience.

You’ll be joining us at an exciting time of expansion. We’re increasing the number of our specialist squads to support more areas across the business 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 always align to the Nationwide Communication Standards. Our squads will also need to appreciate how data can be used to template communications and drive vibrant and personalised communications.

Initially these new squads will sit alongside one other squad in an existing project team which is focused on reviewing and uplifting our existing communications to the latest standards and branding. Once this project completes in 2026, these squads will move into our day-to-day LRM Customer Communications Team.

We are happy to consider flexible working approaches to help you perform at your best. 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, Bournemouth or London office. If your application is successful, your hiring manager will provide further details on how this works.

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.

The extras you’ll get include:

• From January 2026, all Nationwide colleagues will benefit from 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

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.

What you’ll be doing: The Squad Manager reports to the Squad Lead and works closely with the other managers in the team. It’s a great opportunity to influence and to play a key role in delivering Nationwide’s ambition of being a modern mutual and a ‘challenger’ to the big banks.

As a Squad Manager, you will be accountable for the delivery of industry leading regulatory communications through your squad. You will lead your squad day-to-day, instilling a one-team mentality where everyone’s unique skills are pointed towards the same end goal: the efficient design and delivery of industry leading, compliant customer communications.

To achieve this, you will manage demand to ensure that the squad remains focused on delivering against agreed priorities to the very highest quality. You will also ensure that the squad operates as one team, championing communication and collaborative ways of working.

You will work with and influence colleagues from across the wider business, such as product, data, risk, comms development & distribution, legal and others. You will also partner with colleagues from our creative, design and strategic agencies to optimise customer communication experiences.

As a people leader within LRM Customer Communications, you will play a key role as both role model and coach creating a positive squad mentality and building a culture of continuous improvement.

About you: Here are some of the qualities and behaviours which will help you to succeed in the role. You’ll have/be:

• Strong and demonstrable experience in communications leadership with a robust view of what a great customer communication should be
• An experienced and confident people manager with great leadership skills
• Practised in overseeing multiple priorities, effectively managing resource and skills across a team and 3rd parties
• Someone who thrives on change, has natural resilience and isn’t fazed by last-minute changing requirements
• Experience in creating and delivering personalised, clear communications using data or demonstrate the ability to quickly learn and adapt to data-driven communication tools and templating solutions
• The ability to set high standards of quality end to end – from establishing an insight driven brief to writing and designing highly effective customer communications right through to timely production, delivery and outcomes monitoring
• Confident creating communications within multiple channels including paper, digital, SMS, push and video
• A natural ability to build great relationships and inspire trust and credibility in your squad
• Some familiarity 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.