• Join a people-centric business that looks after employees and customers alike
• Become part of our largest transformation programme and make a real impact
• Flexible opportunity with 2 days working from home and 3 days at our vibrant Head Office in Stratford-upon-Avon
About the role
In this role, you will act as the Service Design Workstream Lead, providing leadership, coordination, and strategic direction to a small team of functional experts aligned with NFU Mutual’s largest transformation programme.
The team’s role is to work with business stakeholders to develop and agree on NFU Mutual’s future service design, across the scope of the programme, to inform and drive the programme's Build and Business Change workstreams. You will ensure all key service design decisions are identified, owned, and resolved within the required timeframes to support successful programme delivery, aligning with system build, programme benefits, and the wider business.
You will collaborate closely with project managers, business leads, journey leads, and stakeholders to drive resolution of design decisions and ensure appropriate resources, capabilities, and governance are in place. This includes overseeing stakeholder engagement, navigating complex decision-making groups, and supporting collaboration to drive outcomes. You will monitor how the wider organisational strategy may impact programme scope and help ensure alignment between programme activities and enterprise direction. Additionally, you’ll ensure the team’s outputs are delivered with the right quality and timing to support downstream workstreams.
This is a hands-on role where you can expect to personally lead specific elements of the service design work, conduct analysis, develop options, and secure approvals. You’ll also support benefits tracking and reporting, ensuring business case assumptions are well understood and communicated.
About you
We’re seeking a talented professional with a well-rounded blend of service design and change delivery experience, demonstrating a strong track record of translating business needs into effective, people-centred solutions. Your background will include working through the full lifecycle of change, from requirements gathering and process design to implementation and embedding new ways of working.
You’ll ideally have led teams directly and know how to deliver outcomes through others, building capability and maintaining momentum across initiatives. Experience working across multiple business areas is important, as is the ability to navigate complex structures and influence beyond your immediate team.
You’ll be an effective communicator who collaborates well, can think ahead, solve problems pragmatically, and remains focused on the end customer. Strong experience in project management or delivery is also essential.
Additionally, we’re looking for evidence of:
* Excellent stakeholder management, including building and navigating relationships at senior levels and across divisions
* The ability to balance strategic thinking with hands-on delivery
* Strong influencing skills to shape decisions and gain buy-in at senior levels
At NFU Mutual, we support an inclusive workplace and value all the differences that make us unique. We celebrate the creativity and innovation from diverse perspectives and experiences, sharing a vision of doing the right thing for our customers and employees.
We recognize that some candidates may experience barriers during the recruitment process. We encourage candidates to discuss any adjustments or accommodations needed to perform at their best.
We’re proud to be a Disability Confident Employer, a Race at Work and Women in Finance Charter signatory, welcoming applications from all backgrounds, regardless of age, ethnicity, disability, neurodiversity, gender, religion, marital status, sexual orientation, or socioeconomic background.
Benefits and Rewards
Joining our team offers a supportive culture and an attractive range of rewards and benefits, including:
* Salary in the range of £55,000 - £70,000 depending on experience
* Annual bonus (up to 25%)
* Contributory pension scheme, up to 20%, including your 8% contribution
* 28 days annual leave + bank holidays + buy/sell/save holiday trading scheme
* A Family Friendly policy supporting work-life balance
* Private medical insurance + options to add family members
* Access to savings at High Street brands, travel, and supermarkets
* £20/month contribution to gym membership (T&Cs apply)
* Health and wellbeing plan with cashback for dental, opticians, physio, and more
* Employee volunteering opportunities
* Unlimited refer-a-friend bonus scheme (£500)
* Life Assurance (4x salary)
* Employee discounts of 15% on NFU Mutual insurance policies
Working at NFU Mutual
We’re one of the UK’s leading general insurance and financial services companies, with over 110 years of putting customers at the heart of everything we do. Our people are our priority.
We pride ourselves on being “a great place to work,” evidenced by awards like the Gallup Exceptional Workplace 2025 (Distinction for ten consecutive years), inclusion in LinkedIn’s Top 15 UK Employers 2025, Glassdoor’s Best Places to Work UK 2023 & 2024, and UK Top Employer recognition in 2023, 2024, and 2025.
Our supportive culture empowers and inspires our people, providing growth opportunities, recognition, and rewards. We are committed to respecting diversity, supporting communities, and maintaining financial sustainability for future success.
From our rural roots, we’ve grown into a UK-wide organisation with a turnover of over £1 billion, remaining committed to customer service, down-to-earth values, and community support.
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