Content Lead in London

We’re transforming how millions of people engage with their finances by delivering more relevant, timely and personalised marketing. Our aim is simple, to create customer marketing that meets real customer needs, supports better decisions and drives stronger commercial, customer and brand outcomes.

As a Content Lead in the Performance Marketing team, you’ll play a key role in shaping the communications our members receive. You’ll bring together strong content judgement, delivery leadership and a clear understanding of customer needs to help us create marketing that feels joined up, consistent and genuinely useful. You’ll set the standard for how we communicate with customers across 1:1 channels, making sure every interaction reflects our tone of voice, meets our quality and compliance expectations, and works for both the channel and the wider customer journey. At the heart of it all are our 18 million members. In every decision, you’ll balance customer needs, commercial priorities and brand considerations to help us deliver more effective and meaningful engagement.

This is a 6-month secondment opportunity. 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 London or Swindon office.

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.

About you:

• 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.

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:

• 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.

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.