Quality Control Manager – LRM Communications

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.

Were 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:

Youll be joining us at an exciting time as we continue to invest in our people capability and communications standards. As part of this evolution were 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. GCCs 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 youll spend at least two days per week or if part-time youll spend 40% of your working time based at our Swindon London Bournemouth or Glasgow office. If youre 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 tohybrid 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 youll be doing

Youll play a key role in delivering the QC Squads day-to-day activities working closely with the Squad Lead to implement the teams strategy. Youll also support the development of QC Consultants through coaching and mentoring and may have line management responsibilities.

Using your expertise in customer-centred communication design behavioural science and communications best practice youll help improve some of our most important customer journeys.

Youll also help build capability across the LRM Communications team and the wider business. Through training coaching and knowledge sharing youll support colleagues in developing their communication skills and applying customer-centred communication principles.

Working closely with colleagues across GCC including Consumer Standards specialists youll help embed communication standards promote best practice and drive continuous improvement.

About you

Here are some of the qualities and behaviours that will help you succeed in the role. Youll:

Have a positive continuous-improvement mindset and foster the same culture within your squad
Have demonstrable experience in communications leadership and a clear understanding of what excellent customer communications look like
Be a strong communicator who uses insight and best practice to support recommendations and decisions
Be able to simplify complex information and make it accessible to others
Build credibility and influence a wide range of stakeholders including communication creators and owners subject matter experts and risk and legal teams
Have excellent attention to detail with the ability to identify risks inconsistencies and opportunities to improve communications
Be an experienced people leader with a track record of coaching training and developing others to build capability and embed communications best practice

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 were 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 dont 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 youll 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 were owned by our members - those customers who bank save or have a mortgage with us. We challenge the financial sector status quo. We dont 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 youre inspired by fairer finances passionate about making a meaningful impact and truly care about our customers youre 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. Youll 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.

If you want to find out more about using AI in our recruitment process please read morehere.

Disability Confident

Were not just guided by data were driven by the real experiences of our people. Were a Disability Confident Level 3 Leader the highest level.

Thats why were constantly evolving our policies and practices to make sure everyone feels genuinely supported valued and empowered to champion inclusion. Whatever your needs were here to support you. If you need any additional support throughout your application journey email our team atRecruitment Support.

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Interviews for this position are expected to take place from 11^th 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 note that should you be successful in securing this role the job title on our internal systems will be Customer Comms Content Lead.