Digital Campaigns and Personalisation Manager

at  Nationwide

Our website and Digital Brochureware on our App and Internet Bank are some of the most important entry points to our brand – they have a critical role to play in engaging our customers, explaining why we are different to the high street banks, driving people to our key services such as mobile and internet banking, aiding them to consider and apply to our range of products and providing help and support.
The teams within Digital Platforms and SEO are focused on continually improving these experiences for our customers through both transformation and optimisation activity, trying to attract more people to our website (both new and existing customers) and encouraging more of them to complete more interactions online with us. For us to do this, we need to ensure that we’re introducing digital capabilities, and driving their roadmap, to ensure that our trading and optimisation squads have everything that they need in order to deliver their outcomes.
We’re looking for a highly motivated and experienced Martech and Campaign manager to define and deliver our use cases and requirements for personalisation across nationwide.co.uk and the ‘products’ section of our App and Internet bank.
This role has two distinct responsibilities. You’ll be working with many stakeholders across our Customer, Brand and Engagement division to ensure that our cross product campaigns are co-ordinated, delivered on time, and make sense from an end to end perspective when a user comes onto our website. Recent campaigns include Last Branch in Town, SavingsWatch and FairerShare. As well as this, you’ll be leading our MarTech implementation for our brochureware pages, looking for opportunities with our ‘hero’ campaigns to drive deeper 121 conversations with our customers. We’re very much at the beginning of our personalisation journey, so you’ll have real opportunity to drive impact against our conversion and satisfaction metrics.
We’re currently going through a period of exciting change within the Digital Platforms and SEO team, creating a new digital strategy, balanced scorecard and way of working within our Customer, Brand and Engagement division. You’ll be working with a wide variety of stakeholders to ensure that our work delivers business value, but does so in a way that balances our regulatory requirements, propositions, commercial and consumer benefits.
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 London, Swindon or Bournemouth 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.

ABOUT YOU

As a minimum you’ll have:

• Demonstrable experience of delivering personalisation technology and use cases into authenticated and non-authenticated digital channels.
• Experience of working within a fast paced digital marketing team, delivering brand, product and integrated campaign activity driving awareness and conversion through customer journeys.
• Proven experience of working with business and technology stakeholders alike – selling a vision and executing towards clear outcomes.
• Proven experience of working within an insight and data driven environment
• Experience of delivering world class digital experiences in a complex and/or heavily regulated environment e.g. FTSE100, FS, Telco, Retail.

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.

In this role, you’ll be working within the Digital Strategy and Transformation Team. You’ll be responsible for:

• Defining and shaping the requirements for one of our key strategic capabilities – campaigns and personalisation (MarTech). As our strategy and roadmap grows and matures, you may move into other strategic pillars as required.
• You’ll be writing, Epics, Stories, requirements and acceptance criteria either to feed our existing Digital Platforms and SEO team, or our development team.
• You’ll co-ordinate our Integrated Marketing effort within Digital Platforms and SEO, ensuring that key requirements are fed into both our internal product squads, and engineering as and when required, to ensure that we deliver what we need, when we need it. You’ll be supported by our Digital Operations team to do this.
• You’ll lead the strategic roadmap for our Personalisation capabilities on our brochureware channels, working closely with our Strategy and Roadmap manager, Performance and Performance team within the wider division, and our engineering team (along with our platform partners such as Adobe and Sitecore).
• You’ll help our squads to exploit the capabilities that you deliver, driving us towards the outcomes of our balanced scorecard.
• User acceptance testing of any capabilities that are built into the team and working with the Trading and Optimisation teams to show them how to exploit these newly introduced capabilities.
• Having a good outside-in knowledge – seeing how others in and out of sector are using new digital technologies and capabilities and scanning for use cases and opportunities to apply them within the Digital Platforms and SEO team.