121 Marketing Content Transformation Senior Manager

We're looking for an experienced Content Transformation Senior Manager to join our Customer Marketing team on a permanent basis. You'll play a key role in shaping the future of personalised customer communications, helping Nationwide move from traditional campaign-based marketing to always-on, data-driven, highly personalised customer experiences. Working across marketing, digital, data, technology and risk teams, you'll define the vision, operating model and capabilities needed to deliver communications at scale while ensuring strong governance, compliance and customer outcomes.  

You will lead the transformation of our end-to-end content supply chain, defining how personalised content is created, managed and delivered across customer journeys. You'll shape future ways of working, identify and implement the right marketing technology and automation tools, and explore opportunities to leverage AI to improve efficiency, content quality and customer engagement. Working closely with squads and specialist teams, you'll establish the frameworks, processes and controls required to enable scalable, personalised communications across the organisation.  

The role also focuses on embedding governance, risk management and operational excellence into personalised communications. You'll influence senior stakeholders, build strong cross-functional relationships and create a clear transformation roadmap covering content, technology, data, processes and operating models. Through your leadership, you'll help ensure communications remain relevant, compliant, customer-focused and aligned to wider business objectives.  

Customer outcomes are at the heart of everything we do. You'll bring significant experience in CRM, one-to-one marketing, marketing automation, content operations and large-scale transformation programmes. You'll have a strong understanding of personalised communications, content governance and marketing technology, alongside the ability to work across complex stakeholder environments to deliver meaningful change. Experience applying AI within content and communications environments would be highly beneficial.  

This is a senior leadership role that combines strategic vision, transformation delivery and people leadership, offering the opportunity to shape the future of personalised customer communications across the Society.  

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 be located at our nearest regional office or hub. There will be a need to regularly connect with colleagues for collaboration and in some locations you’ll be expected to spend at least two days a week, or if part time you'll spend 40% of your working time, in the office. If your application is successful, your hiring manager will provide further details on how this works. 

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

As a Content Transformation Senior Manager, you'll lead the evolution of how personalised customer communications are created, managed and delivered across Nationwide. You'll define and implement the future content operating model, ensuring content, data, technology and processes work together to deliver relevant, timely and compliant customer experiences at scale. 

You'll work closely with Marketing, Digital, Data, Technology, Risk and Compliance teams to understand current capabilities, identify opportunities for improvement and shape a clear transformation roadmap. By bringing together stakeholders from across the business, you'll help create more efficient ways of working and enable the delivery of personalised communications that meet customer needs and business objectives. 

A key part of the role will be designing and embedding new content supply chain processes, governance frameworks and operating models. You'll identify opportunities to streamline content creation, approval and delivery, leveraging automation and AI where appropriate to improve efficiency, scalability and consistency while maintaining strong risk and regulatory controls. 

You'll act as a subject matter expert for content transformation and marketing technology, providing strategic guidance on the tools, capabilities and processes required to support personalised customer communications. You'll help teams adopt new ways of working, build capability across the organisation and ensure colleagues are equipped to maximise the value of new technologies and platforms. 

You'll also play an important role in evaluating and implementing marketing technology and AI solutions that support content creation, management and personalisation. Working with internal teams and external partners, you'll ensure solutions are aligned to business needs, integrated effectively and deliver measurable customer and commercial benefits. 

Through strong stakeholder engagement, transformation leadership and continuous improvement, you'll help shape the future of Nationwide's customer communications, creating a more connected, efficient and personalised experience for both our customers and colleagues.

About you

To be successful in this role, you will have:

• Significant experience defining and leading the transformation vision, strategy and target state for customer communications, content or personalisation within a large, complex and regulated environment 
• Demonstrable experience translating customer and communications strategies into clear business and capability requirements, governance frameworks and ways of working that drive large-scale content transformation and adoption 
• Strong experience designing, implementing and continuously improving end-to-end content operating models and customer communication processes that enable automated, triggered, lifecycle and personalised engagement 
• Demonstrated ability to evaluate automation, AI and emerging capabilities and translate them into clear content requirements, processes and ways of working within marketing communications 
• A track record of identifying and addressing systemic barriers to scalable content delivery, redesigning processes, organisational interfaces and control frameworks to drive transition from campaign-led activity to always-on communications 
• Experience leading multidisciplinary teams or transformation activity across multiple functions, creating clear accountabilities and embedding new capabilities, standards and ways of working into delivery teams 

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:

• 30 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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Interviews for this position are expected to take place from 17th 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 let us know about any annual leave you have planned during the interview timeframe.