Customer Communications Journey Lead Manager – Business Banking
United Kingdom
This role is focused on shaping and improving how customers experience communications across their relationship with Nationwide. Working within Marketing & Communications, you’ll take ownership of end-to-end customer communication journeys across products, propositions and experiences, ensuring every interaction is joined-up, relevant and delivers positive outcomes for both customers and the business.
As a Customer Communications Journey Lead Manager, you’ll use customer insight, performance data and communications expertise to identify opportunities to improve and optimise journeys across digital and direct communication channels. You’ll work closely with teams across marketing, digital, web, app, product, risk and compliance to design, deliver and continuously enhance customer communications, introducing personalisation where it adds value and ensuring communications remain clear, accessible and effective.
You’ll lead the coordination of activity across multiple communications teams and channels, balancing customer needs, commercial priorities and regulatory requirements. Working with data, platform and delivery teams, you’ll help shape practical and scalable solutions, drive continuous improvement through testing and performance analysis, and ensure robust governance and controls are maintained throughout the customer journey.
This is an excellent opportunity for someone with strong communications, customer journey and stakeholder management experience who enjoys solving complex challenges, influencing across teams and delivering meaningful improvements that enhance customer experience and business performance.
We are happy to consider flexible working approaches to help you perform at your best. The working hours (per week) for this role can be between 28 and 35 hours.
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.
Uncompromisingly Customer, whatever our role
The extras you’ll get
There are all sorts of employee benefits available at Nationwide, including:
- 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 you’ll be doing
You will be responsible for designing, delivering and continuously optimising end-to-end customer communication journeys across products, propositions and customer experiences. From initial journey mapping through to execution and ongoing enhancement, you will ensure communications are relevant, effective and aligned to both customer and business objectives.
Using customer insight, performance data and journey analytics, you will identify opportunities to improve the customer experience through new interactions, touchpoints and personalised communications. You’ll continuously test, learn and refine journeys, using data-driven decision making to enhance customer outcomes and drive measurable results.
Working across multiple communications disciplines, including lifecycle marketing, website content, paid digital channels and one-to-one communications, you will bring teams together to deliver consistent, connected and seamless customer experiences. You will ensure messaging remains clear, accessible and relevant across all channels while supporting content discoverability and maintaining a high standard of communication quality.
You will shape customer journeys using available data, technology and communications platforms, leveraging segmentation, decisioning tools, triggers and automation capabilities to create practical, scalable and deliverable solutions. This includes defining journey logic, communication sequencing, timing and channel selection to ensure customers receive the right communication at the right moment.
Partnering closely with platform, data and delivery teams, you will ensure journeys are technically feasible, fully integrated and capable of scaling to meet business and customer needs. You will translate customer requirements and strategic objectives into clear priorities and delivery plans, balancing customer outcomes, commercial value, risk considerations and operational constraints.
You will also maintain appropriate governance, controls and quality standards across all communications, ensuring customer journeys comply with regulatory and risk requirements while delivering a seamless and effective experience.
About you
To be successful in this role, you will need:
- Experience designing and improving end-to-end 121 communication journeys across multiple direct and digital touchpoints – leveraging 121 comms excellence principles to make journeys and execution clear, effective, customer-centred, and compliant
- Experience using customer insight and performance data to assess existing journeys and identify problems and improvement opportunities
- Hands-on experience designing journey logic, including customer segments, signals, sequencing and channel mix
- Experience prioritising and delivering a journey improvement roadmap, balancing customer value, return, risk and feasibility
- Experience leading cross-functional delivery without direct authority
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.
Job Info
- Job Identification 5396
- Apply Before 11/02/2026, 11:55 PM
- Locations Jubilee House, Newcastle, NE3 4PL, GB 1 Threadneedle Street, London, Greater London, EC2R 8AY, GB
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