Head of Personalisation Strategy in London

The Head of Personalisation role is within the Group Customer and Communications Function, which is responsible for delivering best-in-class brands, marketing and communications. This is a new role within the Personalisation team. We have embarked on an exciting and transformational journey to uplift our personalisation capability across data, technology and people, with a clear ambition to deliver the best customer outcomes from personalisation of any bank, anywhere. Personalisation sits at the heart of the customer experience, enriching interactions and deepening relationships, making it easier for our customers to get more value from our products and services. Our ambition is to add value at every touchpoint, whether through digital channels or human interactions in our branches and contact centres.

Your remit will cover one-to-one existing customer marketing across all direct communications, from in-app messaging and email, through to direct mail, push notifications, and next best actions in branch and contact centres. 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.

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.

As part of the Personalisation leadership team, you will lead our Personalisation Strategy, Marketing Consent Strategy, and Contact Strategy and Decisioning teams, ensuring alignment across these areas and driving the delivery of key milestones that improve customer experience and support growth for Nationwide. This means leading the delivery of our Personalisation Strategy, identifying opportunities to drive more tailored, relevant experiences across our existing channels, while also exploring new ways to bring personalisation to life for our customers. This also includes evolving and embedding our Contact Strategy across the business, alongside optimising our centralised decisioning capability through PEGA CDH (Customer Decision Hub), so that we can better meet our Society goals and deliver a more seamless and engaging customer experience.

You will set the direction for our Marketing Consent Strategy, growing our ability to reach customers through key digital channels, while ensuring we remain within risk appetite and aligned to data privacy regulation. Across each of these three strategic areas, you will prioritise effectively, shaping clear recommendations and working closely with teams to translate these into robust delivery plans that you will lead through to successful completion. Alongside this, you will role model enterprise leadership, building strong and effective relationships across the organisation to shape and champion the Personalisation Strategy, remove barriers, and maintain momentum. You will also provide clear, timely updates to Nationwide’s Executive Committee and Board, ensuring visibility and confidence in delivery. You will support, coach and inspire your team, creating an environment where people feel empowered to grow, develop and perform at their best.

For this role, you will have:

• Demonstrable experience of developing and delivering omni-channel, customer-centric personalisation and contact strategies which have directly driven tangible business outcomes, particularly in Financial Services.
• Experience of how a real time centralised decisioning ecosystem works in practice, including optimising a decisioning strategy against customer and business outcomes.
• A detailed understanding of Data Privacy regulation in a marketing context.
• Exceptional written and verbal communication skills, with an ability to shape compelling narratives that articulate complex messages and bring strategy to life for senior audiences.
• The ability to think critically and strategically, collating a range of complex information and contextualising it to make sound judgements and recommendations that inform strategic decision making.
• Experience of effectively partnering multiple director level stakeholders and presenting at c-suite level.
• A strong track record of leading and developing successful teams, strong culture scores and achieving outstanding results.

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:

• 30 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.