Customer Services PMO Specialist
1. A hands-on PMO specialist role supporting a complex change portfolio within Customer Services
2. Play a key role in ensuring change activity is governed, assured and delivered in line with NFU Mutual’s Change Framework
3. Hybrid role with 80% homeworking and 20% in Stratford-upon-Avon
About the role
This is an exciting time to join NFU Mutual and be part of a newly created team. The Customer Process Centre of Excellence, within our evolving Customer Service Strategy and Change team, will centralise expertise, streamline end-to-end processes, and enhance customer experience while boosting our enterprise-wide collaboration. This is a fantastic opportunity to help shape the future of our business and make a real impact as we set the stage for ambitious growth.
We’re looking for a Customer Services PMO Specialist to provide hands-on, specialist PMO support across the Customer Services Change Portfolio. Working closely with delivery teams, Project Managers and senior stakeholders, you’ll play a key role in ensuring change activity is governed, assured and delivered in line with NFU Mutual’s Change Framework. This role will also include managing, coaching and leading a small team of two Programme Support Analysts
As a Customer Services PMO Specialist, you’ll act as a trusted advisor, providing expert PMO support across the Customer Services Change Portfolio. Your responsibilities include collating and presenting regular reports, governance packs and assurance insights to internal groups, ensuring delivery teams remain on track and risks are effectively managed. You’ll maintain the governance schedule, conduct first-line assurance reviews to ensure adherence to NFU Mutual’s Change Framework, and contribute to centralised assurance activities. Working closely with delivery teams and the wider PMO community, you’ll influence delivery standards, offer hands-on support in planning, budgeting and resource management, and proactively highlight risks and concerns. Additionally, you’ll coach team members, serve as an escalation point for PMO queries, and support short-term portfolio initiatives as required.
About you
You’re an experienced PMO professional with a strong track record of supporting complex change or transformation initiatives. You’re comfortable operating in a delivery environment, enjoy working with data and reporting, and take pride in helping teams stay compliant, informed and focused on outcomes.
Essential
4. Strong hands-on experience in a PMO, portfolio or project support role
5. Proven experience working across the full project lifecycle on transformation or change initiatives
6. Strong understanding of PMO governance, controls and assurance
7. Experience producing portfolio-level reporting, MI and governance materials
8. Confident managing RAID, dependencies and delivery controls
9. Strong attention to detail with the ability to interpret and challenge delivery data
10. Ability to influence and collaborate with Project Managers and stakeholders without line management authority
11. Experience working in financial services, ideally insurance
Desirable
12. Experience working within a formal Change Framework
13. Experience in managing or coaching a team
14. Experience using a PPM tool
15. Strong Power BI capability (qualified or demonstrable experience)
16. Experience supporting assurance, audit or control activity
17. Relevant PMO or project qualifications (e.g. PRINCE2, Agile, P3O, MoR, MoP, APM PMQ)
At NFU Mutual, we support an inclusive workplace and value all the differences that make us unique. We celebrate the creativity and innovation that comes from diverse perspectives and experiences and share a common vision of doing the right thing for our customers and employees.
We recognise that some candidates may experience barriers during the recruitment process. So, we encourage candidates to discuss any adjustments or accommodations they need to be the best they can be throughout our recruitment process.
We're proud to be a Disability Confident Employer, a Race at Work and Women in Finance Charter signatory and welcome applications from people of all backgrounds, regardless of age, ethnicity, disability, neurodiversity, gender, religion, marital status, sexual orientation, or socioeconomic background.
Benefits and Rewards
18. Salary up to £60,000 depending on experience
19. Annual bonus (up to 17.5% of salary)
20. Contributory pension scheme, up to 20%, including your 8% contribution
21. 25 days annual leave + bank holidays + buy/sell/save holiday trading scheme
22. A Family Friendly policy that helps you balance your work and family responsibilities
23. Access to savings at High Street brands, travel and supermarkets
24. £20 contribution to a monthly gym membership – subject to T&Cs
25. Health and wellbeing plan - cashback for dentist, opticians, physio and more
26. Access to voluntary benefits, including health assessments, private medical insurance and dental insurance
27. Employee Volunteering - volunteer in the community for one day each year
28. Unlimited access to Refer a Friend £500 bonus scheme
29. Life Assurance cover of 4 x salary
30. Employee discounts of 15% on a range of NFU Mutual insurance policies.
31. Salary sacrifice employee car scheme - subject to eligibility
Working at NFU Mutual
We’re one of the UK’s leading general insurance and financial services organisations, and for over 110 years we’ve put our customers at the heart of everything we do. Our people are just as important to us, so we’re proud to be recognised as “a great place to work”.
Our Gallup Exceptional Workplace 2025 award was not only awarded with Distinction, but it also marked us as the first UK based company to earn a Gallup Exceptional Workplace award for ten consecutive years. We’ve also been consistently recognised by Glassdoor. We appeared in the Glassdoor Best Places to Work UK list in 2023, 2024 and 2026 — and in 2026, we were the highest ranked insurance business in the UK, highlighting our strong employee experience and the positive feedback our people share on the platform.
Additionally, we were named in the LinkedIn Top 15 Companies 2025 list of “Best midsize employers to grow your career in the UK”, and we’ve been certified as a UK Top Employer by the Top Employers Institute in 2023, 2024, 2025 and 2026.
We offer a supportive and empowering culture where people are inspired to perform, given opportunities to grow, and recognised and rewarded for their contribution. Our people are proud to work for a company that respects them and their communities, and they trust us to be financially sustainable—so we’re successful now and in the future.