Northampton, United KingdomSwindon, United Kingdom
This is a great opportunity for an individual who wants to develop their career in Mortgages. As a Leader within our Mortgage Customer Management team, you’ll play a key role for our customers by owning the mortgage customer communication strategy.
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 32 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 Northampton office.
What you’ll be doing
You will lead the teams responsible for mortgage customer communications, ensuring all messaging meets regulatory requirements and delivers good customer outcomes. You’ll oversee the planning, prioritisation, and resourcing of work across the teams, balancing day‑to‑day delivery with wider mortgage objectives in a fast‑paced environment.
You will be accountable for ensuring mortgage customer communications are clear, consistent, and aligned with our latest products, policies, and central communication standards. This includes operating a robust, governed change process and ensuring the right communications are sent to the right customers at the right time. You’ll play a key role in helping customers stay informed and engaged throughout their mortgage journey.
Using data, management information, and deep dives across end‑to‑end mortgage journeys, you and your team will monitor communication performance and customer understanding, proactively identifying risks and opportunities for improvement. You’ll also support broader initiatives to strengthen and automate controls, providing assurance that communications and journeys are operating as intended.
Working closely with the wider mortgages leadership team and key stakeholders, you’ll ensure customer communications are considered at every stage of the journey. You’ll coordinate activity across multiple initiatives, flexing your approach as priorities change and delegating effectively to deliver at pace while maintaining strong customer and regulatory outcomes.
About you
The minimum requirements for the role are:
- Experience of delivering product or customer engagement strategies
- Demonstrable experience in line management with a proven ability to manage and develop a high-performance culture
- Confident stakeholder management skills (including verbally and in writing) with the ability to influence at senior levels
- Knowledge of the UK mortgage market
- Experience of analysing data to drive improvements
The extras you’ll get
- 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
Job Info
- Job Identification 2633
- Apply Before 04/21/2026, 10:55 PM
- Locations Kings Park Road, Northampton, Northamptonshire, NN3 6NW, GB Nationwide House, Swindon, Wiltshire, SN38 1NW, GB
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