Standards Specialist – Customer Communications

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. 

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 either our Swindon, Bournemouth 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’ll work closely with the LRM Communications – Standards Managers, as well as internal subject matter experts to manage and evolve the Consumer Understanding process across the business.   

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 

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 
• 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 
• Access to training to help you develop and progress your career 
• A great selection of additional benefits through our salary sacrifice scheme 
• Life assurance worth 8x your salary 
• 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.  

Please note that should you be successful in securing this role the job title on our internal systems will be Marketing & Corporate Affairs Consultant.