Colleague Engagement Lead Manager - Communications

• Significant experience leading communications, engagement, customer communications or marketing-related activity, with a strong understanding of how communications support colleague engagement, customer journeys and business outcomes.

• Equally comfortable shaping strategic narratives, developing communication strategies, governance frameworks, editorial plans and planning processes, and bringing structure to complex communication challenges.

• Able to translate complex, sensitive or technical topics into clear and compelling communication approaches, working through ambiguity and helping others bring structure to their thinking.

• Experienced in helping stakeholders turn ideas and requirements into clear, focused briefs, with a strong understanding of how Marketing teams operate and what is required to create high-quality briefs and communications activity.

• Experience working with senior leaders and advising on high-profile or sensitive communications.

• Uses insight, feedback and data to inform decisions, measure effectiveness and improve outcomes.

• Builds strong relationships, collaborates effectively across a wide range of teams and stakeholders, and leads through influence, collaboration and sound judgement.

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

Reporting to the Head of Engagement, you'll lead the Communications function within the Business Banking Engagement team. You'll develop and lead a joined-up communications strategy for Business Banking colleagues, translating business priorities and strategic objectives into clear narratives, communications plans and campaigns. The role includes leading the development of the Business Banking colleague narrative, using stories, successes and milestones to build understanding, engagement and pride, while partnering with senior leaders to shape messages and deliver clear, credible leadership communications. You'll oversee colleague communication channels, editorial planning and communications calendars, and create a single view of customer communications activity across Business Banking, providing visibility of what is planned, proposed and in progress. You'll triage customer communication requests, assessing the customer need, strategic fit, audience, timing, value and potential impact, and challenge requests where the rationale, customer benefit or intended outcome is unclear. The role also involves helping colleagues shape robust, well-considered briefs before activity is passed to Marketing for development and execution, identifying duplication, overlap, competing priorities and potential clashes across customer communications activity, and acting as the strategic link between Business Banking and Marketing to ensure briefs are clear, aligned and ready to progress. Using colleague feedback, customer insight and performance data, you'll improve communication effectiveness and decision-making, while leading and developing the Communications team to create a collaborative, high-performing culture. You'll also build strong relationships across Marketing, Product, Proposition, Customer Journey, Digital, Operations, Risk, Legal and other specialist teams.

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:

About you

• 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.

Recruitment scams can look convincing, so take a moment to check the role is listed on our official careers site and read our guidance on Don't be conned by a job scam.

The hiring manager for this role is Gillian Beattie, and the main recruitment contact is Kirsty Packer.

Please note that should you be successful in securing this role, the job title on our internal systems will be Colleague Engagement Lead Manager.