We're looking for a 1-2-1 Marketing Content Transformation Consultant to join our Customer Marketing team on a permanent basis. You'll play a key role in helping transform Nationwide's 1-2-1 customer communications, supporting the move towards more personalised, automated and data-driven customer experiences. Working across marketing, digital, technology, risk and operations teams, you'll help implement new content processes, workflows, controls and tools that enable high-quality communications to be delivered efficiently and at scale.
You will support the delivery of Nationwide's 1-2-1 content transformation roadmap by improving content operations, automation, governance and ways of working. You'll work closely with squads and specialist teams to embed scalable content models, enhance workflows, test and optimise new tooling and AI-enabled capabilities, and help shift communications from traditional campaign delivery towards always-on, lifecycle and event-triggered customer journeys.
The role will involve partnering with a broad range of stakeholders across Customer Marketing, Brand, Digital, Product, Risk, Legal and Technology teams to ensure communications remain compliant, customer-focused and effective. You'll use performance data, feedback and operational insight to identify improvement opportunities, solve problems and continuously enhance the way personalised communications are delivered.
Customer needs are at the heart of everything we do. We're looking for someone with experience in Customer Relationship Management (CRM), 1-2-1 marketing, content operations, marketing technology or communications transformation who understands how content, data, decisioning and technology come together to create relevant and engaging customer experiences. You'll combine strong collaboration skills with a practical mindset, helping teams adopt new processes and capabilities while maintaining high standards of governance, quality and control.
This is an exciting opportunity to contribute to a major transformation programme, helping shape the future of customer communications through improved content operations, automation, personalisation and innovative use of AI-enabled tools and processes.
The working hours (per week) for this role can be between 28 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 be located at our nearest regional office or hub. There will be a need to regularly connect with colleagues for collaboration and in some locations you’ll be expected to spend at least two days a week, or if part time you'll spend 40% of your working time, in the office. If your application is successful, your hiring manager will provide further details on how this works.
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.
ResponsibilitiesWhat you’ll be doing
You'll play a key role in helping transform how personalised customer communications are created, managed and delivered across Nationwide. Working within the 1-2-1 Content Transformation Centre of Excellence, you'll support the delivery of new capabilities, processes and ways of working that enable more relevant, timely and automated customer communications.
You'll work closely with Customer Marketing teams, delivery squads and specialist stakeholders to help implement content transformation initiatives across people, process and technology. Acting as a key link between business and delivery teams, you'll help translate requirements into practical solutions, ensuring new approaches are embedded effectively and deliver measurable benefits.
A key focus of the role will be supporting the evolution from traditional campaign-led communications to always-on, lifecycle-driven customer journeys. You'll help improve content operations, governance and workflow processes, ensuring teams can create and deliver personalised communications efficiently, consistently and at scale.
You'll collaborate with teams across Marketing, Digital, Product, Technology, Risk and Legal to support the implementation of new tools, controls and content frameworks. This will include helping teams adopt new capabilities, embedding best practice and ensuring appropriate governance and compliance requirements are maintained throughout the communication lifecycle.
You'll also help identify opportunities to improve efficiency through automation, standardisation and the use of emerging technologies. By gathering stakeholder feedback, monitoring delivery outcomes and supporting continuous improvement activities, you'll contribute to the ongoing development of Nationwide's personalised communications capability.
As a trusted partner to stakeholders, you'll provide practical advice, guidance and support on content operations and transformation initiatives, helping teams navigate change and adopt new ways of working. Through collaboration, problem solving and a customer-first mindset, you'll help deliver better communication experiences for members while supporting Nationwide's wider transformation ambitions.
About you
To be successful in this role, you must have:
- Experience implementing content processes, workflows, governance and controls consistently within a regulated or controlled environment
- Experience developing, testing or implementing reusable content, workflow or operational improvements that increase delivery efficiency and scalability
- Experience working across delivery teams and with stakeholders to implement change, support adoption and resolve practical delivery issues
- Experience testing, implementing or optimising automation, AI or emerging capabilities against defined requirements and customer outcomes
- Experience using customer insight, delivery data or feedback to identify issues, evaluate improvements and support continuous optimisation
- Experience delivering customer communications, content or personalisation improvements within a defined transformation plan, process or operating model
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.
QualificationsThe extras you’ll get
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
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.
What to do next
If this role is for you, please click the ‘Apply Now’ button. You’ll need to attach your up-to-date CV and answer a few quick questions for us.
We respond to everyone, so we will be in contact shortly after the closing date to let you know the outcome of your application.
Keeping your data and personal information confidential is important to us. To find out more about how we use and process your data, please read our Privacy policy.
If you want to find out more about using AI in our recruitment process, please read more here.
Disability Confident
We’re not just guided by data, we’re driven by the real experiences of our people. We’re a Disability Confident Level 3 Leader, the highest level.
That’s why we’re constantly evolving our policies and practices to make sure everyone feels genuinely supported, valued, and empowered to champion inclusion. Whatever your needs, we’re here to support you. If you need any additional support throughout your application journey, email our team at Recruitment Support.
Apply safely with Nationwide
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Interviews for this position are expected to take place from 17th 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.
Please let us know about any annual leave you have planned during the interview timeframe.
Nationwide Building Society Edinburgh, Scotland Office
Edinburgh, United Kingdom
