121 Marketing Content Transformation Manager

We’re looking for a Content Transformation Manager to join our Customer Marketing team on a permanent basis. You'll play a key role in transforming how Nationwide delivers personalised customer communications, helping move from traditional campaign-based marketing to always-on, data-driven and automated customer engagement. Working within the 121 Content Transformation Centre of Excellence, you'll help squads adopt new tools, processes and ways of working that enable personalised communications to be delivered at scale.  

You will lead the implementation and embedding of content transformation initiatives, translating strategic objectives into practical delivery plans across content operations, workflow processes, marketing technology and governance. Working closely with Marketing, Digital, Product, Risk, Legal and Technology teams, you'll help create more efficient, scalable and customer-focused communication journeys while ensuring strong governance and compliance standards are maintained.  

The role will focus on improving content operations, developing reusable and modular content approaches, enhancing workflow and automation capabilities, and supporting the adoption of AI-powered solutions that improve efficiency and communication quality. You will also help establish frameworks, standards and best practices that enable teams to deliver personalised customer experiences consistently, effectively and safely.  

Customer experience is at the heart of everything we do. We're looking for someone with experience in CRM, 121 marketing and personalised communications who understands how content, data, technology and decisioning work together to create relevant customer experiences. You'll be comfortable working across multiple stakeholders, driving change, solving complex delivery challenges and embedding new capabilities that support our long-term transformation ambitions.  

This role forms part of our wider content transformation journey and offers the opportunity to shape how we engage with customers in a more personalised, automated and effective way, while helping teams adopt innovative tools, processes and technologies that will define the future of customer communications. 

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.

What you’ll be doing

As a 121 Content Transformation Manager, you'll play a key role in transforming how personalised customer communications are created and delivered across Nationwide. Working within the 121 Content Transformation Centre of Excellence, you'll help turn strategic objectives into practical solutions, enabling teams to create relevant, automated and personalised communications at scale.  

You'll work closely with Customer Marketing teams, squads and specialist partners to implement new processes, tools, controls and ways of working that improve the speed, quality and effectiveness of customer communications. You'll help translate content transformation requirements into delivery, supporting changes across content operations, workflow management, governance and marketing technology capabilities.  

A key focus of the role will be supporting the move from traditional campaign-based activity to always-on, automated and lifecycle-driven customer communications. You'll help develop scalable content models, reusable content frameworks and efficient publishing processes that enable personalisation across multiple customer journeys and channels.  

You'll also identify opportunities to leverage AI, automation and marketing technology to improve workflow efficiency, reduce manual effort and enhance communication quality. Working with teams across Marketing, Digital, Product, Risk and Legal, you'll help embed new capabilities while ensuring appropriate governance, compliance and risk controls are maintained.  

As a subject matter expert in content operations and personalised communications, you'll provide guidance, frameworks and best practices that help teams deliver customer communications consistently, efficiently and safely. You'll monitor performance, risks and stakeholder feedback, using data and insight to identify improvement opportunities and drive continuous optimisation.  

About you

To be successful in this role, we are looking for:

• Evidence of collaboration, problem solving and continuous improvement - you'll help shape the future of Nationwide's personalised communications capability, delivering better experiences for customers while supporting the Society's wider transformation ambitions 
• Experience defining and translating business and capability requirements into clear delivery plans, operational processes, governance frameworks and ways of working that achieve successful outcomes 
• Strong experience designing, improving and embedding end-to-end content operating models and customer communication processes that support automated, triggered, lifecycle and personalised engagement 
• Experience assessing, testing and embedding automation, AI or emerging capabilities to improve content delivery, scalability and customer outcomes. 
• The ability to identify and resolve barriers to scalable content delivery by improving processes, organisational interfaces and controls 
• Experience leading cross-functional delivery activity to implement and embed new capabilities, standards and ways of working, including supporting adoption and using performance measures to evaluate success 
• Demonstrable experience implementing customer communications, content or personalisation transformation initiatives against a defined vision and target state 

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:

• 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. 

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