Manager, Personalisation Strategy

You'll lead the development and delivery of key areas of our personalisation strategy, with a particular focus on creating better experiences for our Business Banking customers. You'll use customer insight, data and performance to identify opportunities, shape priorities and continually improve the experiences we deliver. You'll lead strategic initiatives from idea through to delivery, working with teams across the business to turn our ambition into tangible customer and business outcomes. You'll also help expand personalisation beyond marketing communications, shaping how it comes to life across digital, service and colleague-led interactions. You'll build strong relationships across Nationwide, influencing stakeholders and bringing people together around a clear direction and plan.

As a minimum you'll have:

• Demonstrable experience of planning and delivering 1:1 customer communications or personalised customer experiences across one or more channels, with evidence of measurable customer or business outcomes
• Demonstrable experience of using customer data, insight and performance measures to improve personalisation or customer communications, including using results to optimise future activity
• Proven ability to analyse and interpret complex data and insight, identify the key implications and use evidence to make or recommend clear decisions

• Demonstrable experience of translating strategy into clear priorities and delivery plans, leading complex initiatives through to implementation and measurable customer or business outcomes

• Proven experience of turning complex strategies, plans or performance information into clear recommendations for senior stakeholders, communicating effectively and influencing others to build alignment and enable decisions

• Demonstrable experience within Business Banking, applying an understanding of business customer needs to shape customer communications, journeys or experiences

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.

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.

Please note that should you be successful in securing this role, the job title on our internal systems will be Marketing and Corporate Affairs Manager.