Quality Control Manager – LRM Communications

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Interviews for this position are expected to take place from 11th November. We will let you know the outcome of your application shortly after the closing date. If you are shortlisted, we will share further details with you about the interview process. 

Are you passionate about creating and delivering outstanding customer communications? Do you have a keen eye for detail, a strong understanding of what makes communications effective and the confidence to challenge and improve them to achieve better customer outcomes? Can you drive continuous improvement, share your expertise and help embed excellence across a team?

In the Legal, Regulatory & Mandatory (LRM) Communications team, we put customers at the heart of everything we do. Every year, we create and deliver millions of critical communications that help customers manage their finances, understand important changes and make informed decisions when it matters most.

We're looking for a QC Manager to join our new Communications Quality Control (QC) Squad. This role combines hands-on communication creation and delivery with peer reviews, coaching and challenge, helping to ensure our customer journeys and communications meet the highest standards.

Our LRM Communications Team:

You'll be joining us at an exciting time as we continue to invest in our people, capability and communications standards. As part of this evolution, we're establishing a dedicated Communications Quality Control (QC) Squad to help drive continuous improvement across the function.

The LRM Communications Team comprises the QC Squad, an Integrated Planning team, five Product Squads and a Key Moments Squad. Together, these teams support communications across credit cards, personal current accounts, mortgages and loans, individual savings, and business banking.

We work closely with stakeholders and subject matter experts to understand, prioritise and deliver customer communication requirements. Combining expertise in customer communications, behavioural science, communication standards and specialist technology, we create communications that are clear, engaging and customer-centred.

Our communications are delivered through a range of channels, including direct mail, SMS, email, push notifications, online servicing and the Nationwide app. We write, design, test and optimise communications, working closely with development and distribution partners to ensure they reach customers effectively.

The LRM Communications Team sits within the Group Customer & Communications (GCC) function. GCC's purpose is to understand our customers, create meaningful engagement opportunities and deliver compelling experiences and communications. Alongside LRM Communications, the function includes customer strategy, marketing, brand, digital channels and social impact.

Our New QC Squad:

The QC Squad has been created to support high-quality communications across the Product Squads, Key Moments Squad and wider business. It achieves this through communication reviews, coaching, training, continuous improvement and the promotion of best practice.

The team will influence how communications are written, designed and delivered, ensuring they meet the highest standards for customer understanding, compliance, tone of voice and customer outcomes. Using insights from customer testing, behavioural science and specialist tools such as readability and eye-tracking software, the team will help improve communication effectiveness and customer understanding.

The QC Squad will also work closely with the Communications Standards team within GCC, helping to test, measure and monitor communication quality while supporting the ongoing development of standards and best practice across the organisation.

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

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, London, Bournemouth or Glasgow office. If you're based at our Glasgow office, this will apply from 1 April 2027 and ahead of that there will be a need to regularly connect with colleagues for collaboration events. 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.