Design & Delivery Manager at Nationwide Mutual Insurance in GB

This is an exciting opportunity to provide strategic and operational leadership for the design and delivery of customer communications, ensuring alignment with business priorities and the delivery of outstanding customer outcomes. Acting as a trusted advisor and subject matter expert, you will drive a data-led approach to communications, using customer insights, testing and optimisation techniques to continuously improve effectiveness and performance across the business.

You will lead and develop a high-performing team of design and delivery specialists, providing clear direction, coaching and support to ensure the consistent delivery of high-quality outcomes. Managing competing priorities and resources effectively, you will ensure activity remains focused on the areas of greatest strategic value while maintaining robust governance, strong controls and effective risk management across all communications activity.

Working closely with stakeholders across the organisation, you will lead the investigation and resolution of communications-related issues, ensuring root causes are identified and sustainable improvements are implemented. You will also support the successful adoption of new decisioning and personalisation technologies, contribute to operational excellence across the function, and provide expert advice, guidance and strategic recommendations to senior stakeholders on the design and delivery of customer communications.

We are happy to consider flexible working approaches to help you perform at your best.

The working hours (per week) for this role are between 28 and 35.

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 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.

Responsibilities

What you’ll be doing

You will lead, inspire and develop a high-performing team, creating a culture of accountability, collaboration and continuous improvement. Building strong relationships across the business and with external stakeholders, you will influence outcomes, challenge constructively and ensure activity is delivered to the highest standards of quality and performance.

As a strategic thinker and effective problem solver, you will analyse complex information, make sound judgements and provide recommendations that support informed decision-making. Acting as a key escalation point for team and operational issues, you will balance the pace of delivery with governance, risk and reputational considerations, while coordinating cross-functional responses to incidents and ensuring timely resolution of issues.

With formal management responsibility for a team of up to 30 colleagues, you will lead the delivery of both long-term continuous improvement initiatives and short-term responses to emerging risks, issues and opportunities. You will effectively manage competing priorities and resources, ensuring activity remains focused on achieving business objectives and delivering the best possible outcomes for customers and the organisation.

About you

Minimum skills and experience:

• Proven experience managing the end-to-end design, build, testing, validation and deployment of targeted customer communications using enterprise campaign management and decisioning platforms, supported by strong SQL knowledge
• Demonstrable experience delivering customer communications within a regulated environment, ensuring robust controls, quality assurance standards and compliance requirements are consistently met
• Strong understanding of campaign operations, with experience identifying, investigating and resolving communication delivery, execution and control issues in collaboration with data, technology and platform teams
• Proven leadership experience, with the ability to coach, develop and motivate teams, effectively prioritising workloads and allocating resources to achieve business objectives
• Experience managing the implementation of data, process and system changes, ensuring data quality, operational integrity and minimal disruption to business activities
• Strong stakeholder management and communication skills, with the ability to build effective relationships and collaborate across multiple teams and functions
• Excellent organisational, analytical and problem-solving skills, with a proactive approach to identifying opportunities for improvement
• A continuous improvement mindset, focused on enhancing operational efficiency, customer outcomes and overall business performance

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
• 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.

Keeping your data and personal information confidential is important to us. To find out more about how we use and process your data, please read our Privacy policy.

If you want to find out more about using AI in our recruitment process, please read more here.

Disability Confident

We’re not just guided by data, we’re driven by the real experiences of our people. We’re a Disability Confident Level 3 Leader, the highest level.

That’s why we’re constantly evolving our policies and practices to make sure everyone feels genuinely supported, valued, and empowered to champion inclusion. Whatever your needs, we’re here to support you. If you need any additional support throughout your application journey, email our team at Recruitment Support.

Apply safely with Nationwide

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