Standards Specialist

Location

Bournemouth / Dorset

Other Locations

Swindon / Wiltshire
London / Greater London

Salary

Circa £35,000 per annum

Contract

Permanent (Full Time)

Reference

749

Closing Date

16 October 2025

**Job description**:
As a Standards Specialist, your main focus will be managing the day-to-day Consumer Understanding process while supporting the team with other governance and admin tasks. The overarching goal is to drive consumer understanding in all channels and enable industry leading standards in Legal Regulatory and Mandatory (LRM) Customer Communications.

This role is within the Group Customer Communications Function, which is responsible for building and maintaining Nationwide’s brand, marketing, communications and reputation both internally and externally.

This is a new role within the LRM Communications - Standards team, which supports colleagues across the business in achieving high standards of communication that are easy for customers to understand and act upon. We help ensure the Consumer Understanding outcome—part of the FCA Consumer Duty—is embedded across the business, enabling the delivery of the right outcomes for our customers.

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.

**What you’ll be doing**:
This includes chairing a weekly forum where decisions are made about whether communications and journeys are validated or descoped for consumer understanding research, while ensuring a robust audit trail is maintained.

As a Standards Specialist, you’ll oversee the day-to-day running of the Consumer Understanding process, including managing the mailbox, forum logistics, capturing decisions, and drafting follow-up communications, as well as managing incoming requests and queries. You’ll be collaborating with and influencing stakeholders across the business, within product, service and communication teams.

You’ll work with the Standards Managers and the Customer Insight and Research team to ensure the process is consistently followed and embedded across the organisation. You’ll also escalate priority issues and contribute to process improvements.

You’ll collaborate with the team to provide wider support where needed to drive team priorities, including administrative support for our colleague training and engagement strategy. Activities may include supporting the planning and delivery of events, maintaining the tools and resources we use to upskill colleagues and updating our key contacts database.

You will work within a team of 7 who will all be required to work together and support one another in meeting our team goals.

**About you**:
Here are some of the qualities and behaviours which will help you to succeed in the role.

You’ll have/be:

- Proven experience collaborating with and influencing stakeholders across multiple levels.
- Strong attention to detail with a proactive, improvement-focused mindset.
- Excellent planning and organisational skills; able to manage multiple priorities and meet deadlines.
- Confident in chairing forums and provide input to reach informed decisions.
- Skilled at managing conflicting priorities and driving effective collaboration.
- Resilient in negotiations, with the ability to provide constructive feedback.
- A background in governance and/or communications would be advantageous.

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

**The extras you’ll get**:
There are all sorts of employee benefits available at Nationwide, including:

- 25 days holiday, pro rata
- From January 2026, all colleagues will have access to fully funded private medical insurance
- A personal pension - if you put in 7% of your salary, we’ll top up by a further 16%
- Access to an annual performance related bonus
- Ac