What you’ll be doing
You will oversee the creation of outstanding customer communications across our owned channels, ensuring they consistently align with brand guidelines and drive brand distinctiveness. As a copywriting and tone of voice expert, you will champion best practice across the business, helping to maintain high standards across every communication we send to our customers and drive improvement over time.
You will be accountable for managing a robust governance process that ensures owned communication excellence and quickly identifies areas where improvement is required. You will be the driving force behind a culture of continuous improvement, facilitating the ongoing evolution of our direct communications.
Furthermore, you will lead a team of experienced copywriters, providing oversight, guidance, and development to facilitate exceptional communication standards. You will also work closely with a range of senior stakeholders across the business to provide holistic oversight of all communications, ensuring consistency across all activity.
As a member of the Nationwide Brands and Marketing Leadership Team, you will have a deep understanding of the Nationwide brand and how this shows up for customers, being viewed as an expert by colleagues throughout the business.
About you
As a minimum you will have/be:
- Excited by copywriting and tone of voice, with a demonstrable background in copywriting in CRM environments. You will be obsessed with writing, words and communication in every form.
- Passionate about financial services.
- A proven track record of implementing and managing brand guidelines across owned channels with measurable results.
- Excellent leadership skills, with a track record of leading high-performing teams.
- Technical expertise covering brand stewardship, creative control, copywriting and tone of voice.
- A strategic thinker with the ability to identify challenges and develop solutions.
- A collaborative leader who is analytical, creative, and confident but works to create brilliant teams.
- Excellent communication skills, both verbally and in writing and able to present information to senior executives and the wider team.
- Exceptional influencing skills, with the confidence to challenge constructively and secure team and senior leader alignment.
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
There are all sorts of employee benefits available at Nationwide, including:
- 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
Hybrid working
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.
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