Customer Marketing Specialist in London

We’re looking for a Customer Marketing Specialist to join our Customer Marketing team. You’ll work in one of our Performance Marketing squads, developing customer communications that help members understand what they need to do, why it matters and what happens next. This is a hands-on communications role. You’ll take agreed briefs, customer insight, audience inputs and brand standards, then turn them into clear, accurate and compliant communications across channels such as direct mail, email, push notifications and digital prompts. You’ll work with marketing, product, data, risk, legal, brand, channel teams and external partners to get work from brief to delivery. That means being close to the detail, keeping control of versions and approvals, and spotting issues before they become blockers. We need someone who has already developed and delivered 1:1 customer communications in a governed environment. You’ll be comfortable working with briefs, propositions, segmentation, customer journeys, creative feedback and approval routes. This won’t suit someone looking for a general coordination role. It will suit someone with strong marketing communications judgement, good copy instincts and the confidence to challenge unclear asks without slowing the work down. We are happy to consider flexible working approaches to help you perform at your best. This is a 6 month Fixed Term Contract 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 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.

You’ll develop customer communications from brief through to delivery, making sure the audience, message, channel and customer journey are clear before work moves into build or approval. You’ll shape creative briefs, review and develop copy where needed, and work with copywriters, content editors and our CRM agency so the final communication is clear, useful and right for the channel. You’ll manage communications through briefing, build, review, proofing and final approval, keeping version control, audit trails and channel requirements clean as the work moves at pace. You’ll use customer insight, audience data and performance feedback to improve the next piece of work, not just report what happened after it has gone out. You’ll call out unclear requirements, content risks, approval issues or delivery blockers early, with a view on what needs to change and who needs to be involved. You’ll need to take feedback well, make sensible trade-offs and keep the work moving without letting quality, customer clarity or control drift.

As a minimum, you’ll have:

• Experience developing and delivering 1:1, data-driven customer communications across channels such as direct mail, email, push notifications, digital prompts, internet banking or mobile app environments.
• Good copy judgement, creative instinct and proofing discipline, with examples of communications that were clear, accurate, accessible and customer-friendly.
• The ability to take a brief, proposition, audience insight or customer journey input and turn it into plain English communication.
• A track record of managing several communications at different stages of development, review, approval and delivery.
• Experience working in a regulated or well-governed environment, with approvals, version control, audit trails, quality checks and compliance requirements.
• Confidence applying brand, tone of voice, accessibility and channel standards to real work, not just checking them at the end.
• Experience working with marketing, product, risk, legal, data, technology, channel teams or external partners to resolve content, approval or delivery issues.
• The ability to use customer insight, engagement data and performance feedback to make practical recommendations for future communications.
• The judgement to work independently, challenge unclear asks and raise risks early when accuracy, customer clarity or delivery is at risk.

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.

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.

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.