Salary: Up to £110,000 + 33% annual bonus + PMI + benefits package
* Newly created role reporting to the Head of Customer Service Strategy & Change
* Lead strategic change and process excellence to empower our people, delight customers, and stay ahead in a digital environment.
* Hybrid role: 60% homeworking, 40% in Stratford-upon-Avon
About the role
This is a new opportunity during a major transformation. Our Customer Services division, with around 1,900 staff across claims, underwriting, pricing, and operations, is undergoing a digital and omni-channel transformation to enhance efficiency and customer experience.
As the change delivery and process management lead, you will drive the change agenda, oversee the change portfolio, and ensure successful delivery aligned with strategic goals and regulations.
You will collaborate with senior stakeholders to develop a change roadmap, ensuring initiatives are within budget, achievable, and improve operational and customer outcomes. You will also align divisional goals with broader transformation programs, ensuring smooth integration and adoption.
Your role includes embedding best practice change disciplines, fostering a culture of continuous improvement, and managing risks transparently and effectively.
This is a great opportunity to influence the future of Customer Services with leadership and innovative change management.
About you
You are a confident leader with experience managing large, dispersed teams and motivating high performance. You excel at building relationships and influencing stakeholders at all levels, including senior executives.
You are highly organized, detail-oriented, and outcome-focused, capable of managing change programs from start to finish, ensuring timely and budget-compliant delivery. Your problem-solving approach is proactive, pragmatic, and adaptable to challenges and conflicts.
You communicate clearly, making complex information accessible, and bring creativity and innovation to continuous improvement initiatives. Your adaptability allows you to tailor your leadership style to different teams and situations. You should also have:
* Extensive programme management experience, including strategic, complex, and regulatory projects
* Expertise in project management best practices
* Proven success in business change and benefits realization
* Knowledge of operational expenditure, cost management, and efficiency gains
* Experience with product ownership across technical and business teams
* Understanding of large-scale business operations (financial services experience preferred)
* Skills in innovation and design-led thinking
* Knowledge of Agile and Waterfall methodologies
* Qualifications: PRINCE2, Scaled Agile, Agile Scrum, MSP, or willingness to obtain them
We support an inclusive workplace and encourage candidates to discuss any adjustments needed during recruitment. We are proud to be a Disability Confident Employer, a Race at Work and Women in Finance Charter signatory, welcoming applicants from diverse backgrounds.
Benefits and Rewards
Joining us, you will enjoy a supportive culture and benefits such as:
* Salary up to £110,000
* Annual bonus up to 33%
* Car allowance of £7,000
* Contributory pension scheme up to 20%
* 28 days annual leave + bank holidays + holiday trading scheme
* Family-friendly policies
* Private medical insurance for family
* Savings discounts, gym contribution, health plans
* Employee volunteering days
* Refer a Friend bonus scheme
* Life assurance of 4x salary
* Employee discounts on insurance policies
Working at NFU Mutual
We are a leading UK insurance and financial services company, customer-focused for over 110 years. Recognized as a great place to work with numerous awards, we value our employees' growth, contribution, and community engagement. Our ethos of trust, respect, and personal service guides us as we grow and innovate, with big ambitions for the future. Join us to be part of our journey.
#J-18808-Ljbffr