CRM Senior Analyst - Design & Delivery

Our Design & Delivery team plays a vital role in delivering relevant, timely and effective 1 to 1 communications for our members. Working closely with Planning, Creative and Performance teams, we help bring member engagement strategies to life across channels including email, mail, internet banking prompts and SMS., We’re looking for a CRM Senior Analyst to join the team and help shape how we connect with members. You’ll combine channel expertise with a strong understanding of customer data and campaign delivery, helping us maximise the impact of our communications and deliver against Society objectives.

Reporting to a Design & Delivery Manager, you’ll be part of a collaborative team responsible for supporting a wide range of member communications, from marketing and research activity through to proactive service and incident communications. It’s a varied role that offers the opportunity to contribute to projects that improve our marketing effectiveness, drive member engagement and help us continually evolve the way we work.

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 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.

You’ll design audience selections for campaigns across multiple communication channels, ensuring the right messages reach the right members at the right time. Working closely with stakeholders, you’ll help define new data requirements, provide input into campaign planning and establish clear selection and decisioning criteria to support campaign objectives.

You’ll take ownership of building and quality checking campaigns within our campaign selection tools, ensuring communications are delivered accurately and effectively. As a subject matter expert within the team, you’ll be accountable for the design and delivery of 1 to 1 communications activity and will use your expertise to identify opportunities to improve processes, controls and outcomes.

You’ll also play an important role in developing capability across the team, sharing knowledge and supporting colleagues to help build a Centre of Excellence for interaction design and delivery.

As a minimum you’ll have: Hands on experience using campaign selection and decisioning tools, such as PEGA CDH, Adobe Campaign or Unica Campaign, including knowledge of the data sources and processes required to deliver 1 to 1 communications

Expertise in designing, building and delivering 1 to 1 campaigns across multiple channels, including email, direct mail and digital channels such as Mobile Banking or Banking App

A proven track record of delivering campaigns within a high volume, fast paced customer communications or marketing environment

Strong analytical capabilities, including interpreting data from multiple sources and presenting insights and technical information to non technical audiences

Excellent working knowledge of UK GDPR, PECR and other relevant data protection requirements, and their application within marketing and customer communications

The ability to define audience selection criteria, decisioning rules and campaign requirements, translating complex business needs into effective customer communication strategies

Demonstrable success in collaborating with stakeholders to support change initiatives, improve processes and deliver business outcomes

Strong planning and organisational skills, with the ability to manage multiple priorities and deliverables within a controlled and governed environment

The ability to assess complex requirements, identify risks and dependencies, and recommend practical solutions that support successful delivery

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

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