# Customer Communications Journey Lead Manager at Nationwide

Nationwide is hiring a Customer Communications Journey Lead Manager. Level rates it Little AI ●○○○; you can [apply on Nationwide](https://jobsbylevel.com/go/c43654ee-fd36-49db-b26e-c36ad97ac506?utm_medium=ai-agent).

AI Level 1, AI centrality 0 out of 100. Remote (United Kingdom).

## Details

- Company: [Nationwide](https://jobsbylevel.com/companies/nationwide)
- AI level: AI Level 1 (score 0 out of 100)
- Location: Remote (United Kingdom)
- Posted: October 21, 2026
- Apply: https://jobsbylevel.com/go/c43654ee-fd36-49db-b26e-c36ad97ac506?utm_medium=ai-agent

## Prepare for this job

The job page lists 5 likely interview questions for this offer, with a CV checklist: https://jobsbylevel.com/jobs/customer-communications-journey-lead-manager-at-nationwide-7d7d65

## Description

Our marketing squads bring together customer insight, data and creative expertise to deliver the right messages to the right audience at the right time. As a Customer Communications Journey Lead Manager, you’ll own the development and continuous improvement of end-to-end customer communication journeys across products, propositions and experiences. You’ll be responsible for ensuring communication journeys are joined up, optimised and effective in delivering strong customer experiences and commercial outcomes. Using customer insight, performance data and communication expertise, you’ll identify opportunities to enhance and optimise journeys, introduce personalisation where it adds value, and continuously improve communications to deliver better customer outcomes and experiences. We are happy to consider flexible working approaches to help you perform at your best. 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 spend at least two days per week, or if part time you'll spend 40% of your working time, based at either our Swindon or London office. 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. What you’ll be doing You’ll own end-to-end customer communications journeys, mapping how communications work together, closing gaps and introducing new or personalised interactions where they add value. You’ll test, track performance and continually improve the experience. You’ll lead delivery across communications teams and channels, including websites, paid digital and 1:1 communications. You’ll ensure messages are clear, relevant, accessible and consistent across the journey, while improving discoverability through external channels, including AI-powered search. Working with data, platform and delivery teams, you’ll shape journeys that make practical use of available technology. You’ll determine the triggers, timing, sequencing and channels needed to deliver connected, personalised communications. You’ll turn journey requirements into clear plans and priorities, balancing customer needs, commercial value, risk and delivery constraints. Throughout, you’ll maintain the controls needed to meet compliance and quality standards. About you For this role, we’re looking for: Experience designing and improving end-to-end 1:1 communication journeys across multiple direct and digital touchpoints - leveraging 1:1 comms excellence principles to make journeys and execution clear, effective, customer-centred, and compliant Experience using customer insight and performance data to assess existing journeys and identify problems and improvement opportunities Hands-on experience designing journey logic, including customer segments, signals, sequencing and channel mix Experience prioritising and delivering a journey improvement roadmap, balancing customer value, return, risk and feasibility Experience leading cross-functional delivery without direct authority 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

The description is cut here. Read the full offer: https://jobsbylevel.com/jobs/customer-communications-journey-lead-manager-at-nationwide-7d7d65

Source: https://jobsbylevel.com/jobs/customer-communications-journey-lead-manager-at-nationwide-7d7d65

## Cite this page

Level. https://jobsbylevel.com/jobs/customer-communications-journey-lead-manager-at-nationwide-7d7d65.

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