AI Solutions Lead - Communications

 

At Nationwide, our purpose is simple: Banking, but fairer, more rewarding and for the good of society. As the UK's largest building society, we're focused on creating long-term value for our members and helping more people benefit from mutual banking. 

 

As we continue to grow and strengthen our position as the UK's leading mutual, we're looking for two ambitious and commercially minded AI Solutions Managers to join our Marketing Strategy team.  This role is within the Group Customer and Communications (GCC) function, in the Marketing Strategy team which looks across the full range of Customer and Marketing areas, from customer experience, brand strategy and mass reach advertising through to data led personalisation, machine learning and AI strategy.  

 

We’re looking for practitioners who can turn AI opportunities into working solutions that improve marketing effectiveness, customer outcomes, colleague productivity and member value across GCC.

 

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, London 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.

Responsibilities

 

What you’ll be doing

 

A typical day in this role will involve building practical AI solutions, solving business problems and working closely with teams across Nationwide. You’ll take marketing or customer communication challenges and turn them into clear solution designs, setting out who the solution is for, what information it will use, how it should work, and where human review or controls are needed. 

 

You’ll configure, test and improve AI agents, workflows and prototypes, making sure they are useful, safe and effective. This means checking how well they support customers, colleagues and the business, as well as considering quality, usability, risk and operational impact. 

 

You’ll work with Technology, Data, Risk, Legal and business teams to understand requirements, manage constraints and make good design choices. You’ll also document what you learn, create reusable approaches for other teams, assess new tools through practical testing, and make clear recommendations on what should stop, continue, improve or scale. 

 

A key part of the role will be explaining complex work in plain language, showing progress to senior stakeholders and helping teams move from interesting ideas to measurable business value. 

 

About you

 

As a minimum you’ll have: 

 

• Strong practical experience building AI agents, automated workflows, prototypes or applications using generative AI and agent development tools
• Experience taking an AI use case from problem definition through design, build, testing and iteration to a usable proof of concept or live solution
• Experience configuring context, instructions, document or data inputs, tools, permissions, interfaces and quality checks for AI solutions
• A sound understanding of large language models, agentic systems, retrieval approaches, prompt design, evaluation methods and their limitations
• Experience working with technical and non-technical stakeholders to translate business needs into practical solutions and sharing knowledge in a clear, practical way
• Experience in marketing, customer experience, content, personalisation, insight or operational improvement would be valuable
• Experience working within risk, governance, security and control requirements in a large organisation

 

 

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.

Qualifications

 

The extras you’ll get

 

There are all sorts of employee benefits available at Nationwide, including:

 

• 25 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 

 

Recruitment scams can look convincing, so take a moment to check the role is listed on our official careers site and read our guidance on Don’t be conned by a job scam. 

 

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