We are looking to hire a Content Editor with excellent written skills, capable of producing clear, engaging, and user-focused content.
Here in the Haynes Knowledge team, we elicit, design, and write content to help Nationwide colleagues support our customers. Bringing enthusiasm and Nationwide know-how in equal measure, you’ll play a key role in the Knowledge team. You’ll work closely with stakeholders to establish the facts, and draft and manage content which helps colleagues deliver simply brilliant experiences.
Our aim is to enable “right first time” solutions in whichever channel a customer chooses to use. We create easy-to-read, accurate content on all of our products and services for our colleagues in Branch, Telephony and Digital Services. We’re excited to say that our content estate and user base is growing fast, and will be central to the way we serve members in future.
This is a 12-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 be assigned to our nearest regional hub. There will be a need to regularly connect with colleagues for collaboration events in one of our office sites. If your application is successful, your hiring manager will provide further details on how this works.
Nationwide is committed to the redeployment of our employees impacted by change, as such applications for redeployment candidates will be prioritised in this recruitment process.
If you’re a colleague on long-term absence (for example, on parental leave) or a temporary worker, please use your personal email address to submit an application.
Responsibilities
What you’ll be doing
Joining us as a Knowledge Author, you’ll work with Content Designers and Editors to manage a content section. You’ll establish the facts, manage approvals and deliver effective support for all Knowledge audiences and channels, always keeping customer and user needs at heart.
You’ll collaborate with other Knowledge Authors in the team, and with a range of business stakeholders to understand sometimes complex products and processes. Working with our Content Designers, you’ll then translate these into simple-to-understand content for consultants and members.
You’ll champion accuracy and user need at all times, making sure your content area is coherent and 100% up to date with business change. Working with our Knowledge Analyst, you’ll employ analytics, insight and testing to continuously improve Knowledge content for our users.
So if you’re not shy of a challenge and feel as passionate about collaboration, solving problems and helping colleagues as we do, this could be a brilliant opportunity for you to build your career.
About you
For this role, you will have:
Experience in a customer-facing role or an understanding of Nationwide products and services
Excellent written and communication skills
Strong interpersonal skills to work with stakeholders and draw out and understand complex processes
The ability to establish facts and translate them into clear, easy-to-understand content, with attention to detail while maintaining a broader perspective
Confidence and resilience to manage challenging conversations, champion user needs, and guide content through approval processes
Experience working with analytics and measuring the impact of content or work delivered
Familiarity with Knowledge Management or Content Management systems
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
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.
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.
The hiring manager for this role is Manda Lanyon, and the main recruitment contact is Angela Darbar.
Contact Details:
Nationwide Building Society Recruitment Team
