Design & Delivery Manager

As a Design and Delivery Manager, you will lead the delivery of data-driven, multi-channel customer communications, ensuring campaigns are executed to the highest standards of quality, compliance and customer experience. Working across channels including email, direct mail, SMS, online banking and mobile app messaging, you will use tools such as Pega CDH, Adobe Campaign and SQL to design, build, test and validate targeted customer communication campaigns.

You will take ownership of a portfolio of communications aligned to specific products and customer journeys, ensuring all associated processes, controls and governance frameworks operate effectively. The role involves identifying, analysing and resolving data and system-related issues, using monitoring and measurement tools to maintain the integrity of communications and ensure campaigns are delivered in line with business and marketing objectives. You will also support the testing and integration of new systems and data sources, safeguarding the accuracy and reliability of data processes and structures.

As a leader, you will manage and develop a small team of Analysts and Senior Analysts, driving collaboration and alignment against shared goals and priorities. You will be responsible for the quality and timely delivery of both individual and team outputs, whilst fostering a culture of continuous improvement. A key aspect of the role will be identifying opportunities to enhance the use of data, systems, processes and controls, reducing complexity, increasing efficiency and improving operational performance across the function.

The working hours (per week) for this role are between 28 and 35.

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 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 will play a key role in leading and developing a team, providing coaching, support and direction while fostering a culture of accountability, collaboration and continuous improvement. The role requires the ability to confidently communicate complex issues to a wide range of stakeholders, including senior leaders, and to build strong relationships across functions to ensure operational activity is delivered to a high standard and within agreed risk appetites.

Working closely with teams across Customer Marketing, Customer Strategy, Digital and Customer Experience, you will lead coordinated responses to incidents, identify root causes and drive effective resolutions and control improvements. You may also engage with external stakeholders, including industry peers, financial services organisations and suppliers, to support business objectives and best practice sharing.

The successful candidate will bring strong analytical and problem-solving skills, with the ability to develop practical solutions in a fast-paced environment and lead others in their implementation. You will manage competing priorities, support continuous improvement initiatives and independently oversee team workloads and deliverables, escalating where appropriate to ensure successful outcomes and business objectives are achieved.

About you

Minimum skills and experience:

• Demonstrable experience in database marketing, with a proven track record of designing, building and delivering large-scale customer communications. Hands-on experience with Pega Customer Decisioning Hub (CDH) is highly desirable

• Pega Decisioning Consultant certification is essential

• Expert knowledge of the end-to-end customer communication lifecycle, with a strong understanding of industry best practice, emerging trends and advancements in decisioning and communication technologies

• Proven ability to lead, motivate and develop high-performing teams, creating an environment that supports collaboration, accountability and continuous improvement

• Strong understanding of risk management principles, with the ability to apply them effectively to ensure communications are delivered safely, compliantly and in line with established controls

• Experience within Business Banking is essential

• Good working knowledge of relevant legislation and regulatory frameworks governing customer communications and data usage, including GDPR and PECR

• Excellent attention to detail and critical-thinking skills, with the ability to identify, investigate and resolve errors, inconsistencies and anomalies

• Highly data literate, with advanced skills in data manipulation and transformation of large datasets, ensuring outputs are accurate, consistent and fit for purpose

• Strong analytical and problem-solving abilities, with the capability to make informed decisions and deliver effective solutions in a fast-paced environment

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.

Apply safely with Nationwide

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