Change Delivery Lead Newly created role reporting to the Head of Customer Service Strategy & Change Lead the change in shaping our future by delivering strategic change and process excellence that empowers our people, delights our customers, and keeps us ahead in a fast-moving digital world. Hybrid role with 60% homeworking and 40% in Stratford-upon-Avon About the roleThis is a newly created and exciting opportunity to join at a pivotal time of transformation. Our Customer Services division is a large, multi-functional team of around 1,900 people, covering claims, underwriting, pricing, and operations. Supported by regional and specialist teams, it is undergoing a major digital and omni-channel transformation to improve efficiency and customer experience. As the lead for change delivery and process management, you’ll drive the strategic change agenda across the division, ensuring we are ready to meet the demands of our customers, the business, and the digital environment. You’ll take ownership of our change portfolio—leading teams and programmes through their full lifecycle—ensuring change is delivered successfully, aligned with our strategic goals and regulatory obligations. You will work closely with senior stakeholders across Customer Services and the wider organisation to deliver a robust, prioritised change roadmap. By building strong relationships and using a strategic lens, you will ensure initiatives are in line with budgets, achievable, and designed to maximise operational effectiveness and customer experience. You’ll play a leading role in aligning divisional goals with group-wide transformation programmes, ensuring smooth integration and adoption. In this role, you’ll embed best practice change disciplines, develop strong capabilities across the division, and lead the creation of a culture that embraces continuous improvement. You’ll ensure risk and issue management is data-driven, transparent, and effectively governed. This is a fantastic opportunity to make a lasting impact—bringing leadership, change delivery expertise and a forward-thinking approach to help shape the future of Customer Services. About youYou'll be a confident and inspiring leader, experienced in motivating and developing high-performing large, dispersed teams. You bring a collaborative mindset and are skilled at bringing people together to achieve common goals in complex environments. Your natural ability to manage relationships and influence others will allow you to work seamlessly with stakeholders at all levels, including senior executives, across different departments and functions. You'll be highly organised with a sharp eye for detail and a focus on delivering outcomes. You take pride in driving change programmes from initiation through to delivery, demonstrating agility in managing change and holding yourself and your team accountable for ensuring projects are delivered on time, on budget, to a high standard, and aligned to wider business objectives. Your approach to problem-solving is proactive and pragmatic, and you're comfortable navigating challenges and managing conflict to ensure successful resolution. You'll communicate with clarity and impact, making data, strategy, and complex information accessible and engaging. You’re forward-thinking, bringing creativity and innovation to continuous improvement efforts. Your adaptability allows you to work with diverse methodologies and approaches, tailoring your leadership style to meet the needs of different teams and situations. You'll also need to demonstrate: Extensive programme management experience, including delivery of strategic, complex, and regulatory programmes Expertise in programme and project management best practices (planning, monitoring, and control) Proven delivery of business change, benefits realisation, and complex issue resolution Strong working knowledge of operational expenditure best practices, cost management, and efficiency realisation Experience of product ownership across multiple technical/business teams Strong working knowledge of large-scale, complex business operations (experience in Financial Services is desirable) Skilled in innovation and design-led thinking to support continuous improvement Knowledge and experience of technology delivery methodologies such as Agile and Waterfall Qualifications: preferred / desirable – PRINCE2, Scaled Agile, Agile Scrum (or equivalent project management qualification) and Managing Successful Programmes (or willingness to work towards) Management of Portfolio and Change Management Certification 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 RewardsWhen you join our team, you can expect a supportive culture and an attractive range of rewards and benefits including: • Salary to £110,000• Annual bonus (up to 33% of salary) • Car allowance of £7,000• 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 that helps you balance your work and family responsibilities• Private medical insurance family cover• Access to savings at High Street brands, travel and supermarkets • £20 contribution to a monthly gym membership – subject to T&Cs• Health and wellbeing plan - cashback for dentist, opticians, physio and more• Employee Volunteering - volunteer in the community for one day each year• Unlimited access to Refer a Friend £500 bonus scheme• Life Assurance cover of 4 x salary• Employee discounts of 15% on a range of NFU Mutual insurance policies. Working at NFU MutualWe’re one of the UK’s leading general insurance and financial services companies. For over 110 years we’ve put our customers at the heart of everything we do. Our people are just as important to us. We pride ourselves on being “a great place to work” and our Gallup Exceptional Workplace 2025 award was not only awarded with Distinction but also named us as the first UK-based company to receive a Gallup Exceptional Workplace for ten years in a row. We are also the only Insurer to feature in the LinkedIn Top 15 Companies 2025 list of ‘Best midsize employers to grow your career in the UK’, the Glassdoor Best Places to Work UK List 2023 and 2024, and were recognised as a certified UK Top Employer by the Top Employers Institute in 2023, 2024 and 2025. We offer a supportive culture where we empower and inspire our people to perform, offer them opportunities to grow, and recognise and reward 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 are successful now and in the future.