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Senior Manager, Personalisation Strategy

3 months ago

London, Greater London, United Kingdom Nationwide Full time

We are passionate about creating and delivering personalised interactions that deliver the best possible outcomes for our customers making banking fairer, more rewarding and for the good of Society.

To achieve this, we are on an exciting journey to deliver our new marketing personalisation strategy. Personalisation will be at the heart of the customer experience, enriching interactions, making it easier for our customers to make the most of their products and services. The ambition will see every touchpoint – marketing and service communications, digital channels and human interaction – touched by our personalisation strategy.

This new role will be key to delivering this strategy. You'll be supporting the Head of Personalisation Strategy and Decisioning, building on the strategic ambition that has been agreed by the business. Your role will be to put personalisation strategy at the heart of the business – both through the communications delivered by the 'Personalisation and Performance' team and through the human and service interactions delivered in branch and throughout the business.

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, at one of our offices. 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.

Who we are looking for

Supporting the Head of Personalisation Strategy and Decisioning, and working across the Personalisation and Performance team, you'll be responsible for:

  • Building on the personalisation strategic review, shaping the roadmap for the strategy and key milestone deliverables.
  • Leading on Executive reporting to Nationwide's Executive Committee and Board of the Personalisation strategy, helping shape and influence wider business strategy.
  • Working with key members of the Personalisation and Performance Leadership team to align key deliveries and developments to the personalisation strategy.
  • Identify opportunities beyond communications to deliver good outcomes for our customers and our business through a personalisation strategy. An initial focus on human and servicing interactions, with further opportunities being for you to seek out and shape.
  • Role modelling enterprise leadership, building effective working relationships across the business to both shape and gain support for the Personalisation Strategy.
What you'll be doing

You will be an experienced marketing and communications professional, ideally with specific experience of having developed and delivered a personalisation strategy from a financial services background.

We are looking for someone who can bring all this to the role:

  • Experience of developing and delivering a pan-channel customer centric personalisation strategy which drives tangible benefits for both our customers and the business.
  • Excellent planning & organisational skills and ability to manage a breadth of multiple competing priorities and deliverables with a history of excellent decision making and critical thinking.
  • Experience of bringing a strategy to life for a senior audience, effectively story telling key deliverables, milestones and future plans.
  • Experience of understanding, analysing and interpreting complex data and insight to inform strategy and decision making.
  • Excellent, influencing and stakeholder management skills – right up to the most senior levels. You'll also be able to hold senior stakeholders to account and drive others to deliver the right outcomes for the Society and our customers.
  • A proactive, collaborative and solution-oriented approach with the ability to inspire and engage colleagues.
  • Creative mindset, a passion to innovate and ability to test & learn and challenge the status quo.
  • Experience of leading a team and be able. In particular matrix team leadership.
  • Experience in working with project and delivery teams, and a track record of motivating and developing others to deliver through a matrix team.

Our Customer First behaviours are all about putting customers and members at the heart of how we work together. You can strengthen your application by showing the behaviours that resonate with you, and how you might have already demonstrated these.

  • Say it straight - This is about being honest and direct with good intent and saying what needs to be said in the room. It's also about being clear, precise, and using language that we and, importantly, our customers and members can understand.
  • Push for better - This is about aiming high and constantly looking for better in how we work together and serve our customers and members.
  • Get it done - This is about prioritising what will have the greatest impact, being decisive and taking accountability for delivering on the end-to-end outcome.

We know applying for jobs can sometimes feel like you're sending an application into a black hole. We review each application individually. So, it's a good idea to call out your most relevant experience on your application to give yourself the best chance.

The extras you'll get

There are all sorts of employee benefits available at Nationwide, including:

  • A personal pension – if you put in 7% of your salary, we'll top up by a further 16%
  • Up to 2 days of paid volunteering a year
  • Life assurance worth 8x your salary
  • A great selection of additional benefits through our salary sacrifice scheme
  • Wellhub – Access to a range of free and paid options for health and wellness.
  • Access to an annual performance related bonus
  • Access to training to help you develop and progress your career
  • 30 days holiday, pro rata
  • Individual healthcare cover
Why work for us?

Nationwide is the world's largest building society. With over 15 million customers, we have a relationship with almost a quarter of the UK's population. We've got the scale to compete with the big banks, but we're not a bank.

As a building society, we're owned by our members – that's our customers who have their current account, mortgage or savings with us. It means we can do things differently to deliver our Purpose – Banking – but fairer, more rewarding, and for the good of society.

When you work at Nationwide, you can experience that difference for yourself. You'll be part of a high-performing, purpose-driven organisation that offers rewarding career experiences and a highly competitive range of benefits to match. You'll also be joining us at an important time as we seek to reach more and more people in the UK. We want everyone in the UK to know that they don't have to bank with a bank. They can choose a modern mutual instead.

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