Communications Effectiveness Manager

We're looking for a passionate and proactive Communications Effectiveness Manager to join our team. This is a new role that will play a critical part in shaping how we measure and improve the effectiveness of our customer communications across the bank. What you'll be doing

• Designing and implementing a robust framework to measure the effectiveness of customer communications and ensure they deliver good outcomes.
• Working across the bank to assess how well communications meet customer information needs and regulatory expectations.
• Monitoring the performance of communication channels to ensure they remain effective and relevant.
• Establishing and leading a cross-functional forum to review communication effectiveness and identify opportunities for improvement.
• Collaborating with stakeholders across Brand & Marketing, Compliance, Product, and Risk to embed a culture of continuous improvement in customer communications.
• Providing insight and reporting to senior stakeholders on communication performance and customer outcomes.
• Staying up to date with regulatory expectations and industry best practices in customer communications., At Virgin Money, we celebrate everyone. We have fun, think big, and relentlessly include each other, all in pursuit of our purpose: Banking - but fairer, more rewarding, and for the good of society. We're committed to creating an inclusive culture where colleagues feel safe and inspired to contribute, speak up and be heard.
As a Disability Confident Leader, we're committed to removing any obstacles to inclusion. If you need any reasonable adjustments or support making your application, contact our Talent Acquisition team [email protected] Please note: If we receive a high volume of eligible applications, we may need to prioritise candidates whose skills and experience most closely align with the role, while still ensuring fair and equitable consideration for all applicants. Now the legal bit We're in the process of bringing Virgin Money and Nationwide together which, subject to Court approval, will happen on 2 April 2026. You can find out more about what this means at If you're successful in securing a role with us, your employment will move automatically to Nationwide when this transfer goes ahead. Although some of our roles allow you to be based anywhere in the UK, we'll need you to confirm you have the right to work in the UK. If you're successful in securing a role with us, there are some checks you need to complete before starting. These include credit and criminal record checks and three years' worth of satisfactory references. If the role is part of the Senior Manager Regime and Certification Regime, it requires enhanced pre-employment checks - we'll ask for six years of regulatory references, and once in the role, you'll be subject to periodic employment checks.
• Strong experience in developing and embedding frameworks or policies, ideally within Financial Services.
• A solid understanding of customer communications and how to assess their effectiveness.
• Experience working with data and insights to drive improvements.
• Excellent stakeholder management and influencing skills, especially at senior levels.
• A proactive, inquisitive mindset with the ability to work independently and drive change.
• Strong written and verbal communication skills, with the ability to present findings clearly and persuasively.
• Knowledge of regulatory requirements related to customer communications (e.g. Consumer Duty).
It's a bonus if you have but not essential
• Experience in customer journey mapping or customer experience measurement.
• Familiarity with assurance or audit processes.
  Brand & Marketing is leading the charge to disrupt our industry and turn banking on its head. We know that money is a big deal - so much more than a set of products and services. Driven by our purpose, we come to work every day for that reason: Banking - but fairer, more rewarding and for the good of society. The work will be challenging and the deadlines sometimes tough. But when our purpose is combined with the right people, the impact is powerful. And we can have fun doing it., Virgin Money is so much more than just a bank. As part of the Nationwide group, together we're the UK's first full-service mutual bank serving millions of retail and business customers and all driven by our purpose; Banking but fairer, more rewarding and for the good of society. With us, you'll be part of an organisation uniquely positioned to make a difference to the lives of customers, communities and broader society and embark on a collaborative, customer obsessed, and fun-filled career journey. Embrace the weekdays, enjoy fantastic perks, and make a meaningful positive difference. Time to discover what it means to be part of the first mutual full-service banking provider.
  Business Unit: Brand & Marketing Salary Range: £38,400 - £48,000 per annum DOE + benefits Location: Hybrid with regular travel to Glasgow or Newcastle HUBContract Type: Fixed term circa 12 months
Contract NEW,
• 25 days holiday per year, increasing over time to 30. Plus, an option to buy more, giving you even more choice.
• 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 flexible benefits scheme
• Life assurance to provide peace of mind for you and your loved ones
• Up to 2 days of paid volunteering a year
If we're lucky to receive a lot of interest, we may close the advert early. Please ensure to submit your applications as soon as possible.