Customer Communication Document Specialist
1. Shape the future of customer documentation for a major transformation programme, further developing your career at one of the UK’s leading Financial Services providers in a 12-month fixed-term-contract
2. Utilise your experience working in Insurance / Financial Services and your excellent copywriting skills, supporting the creation of suitable customer documentation and communication
3. Hybrid working on offer: spend 20% of your week at our head office in Stratford-upon-Avon office and then up to 80% working from home!
About the role
As a Customer Communication Document Specialist, you’ll play a pivotal role in the design and delivery of a new point of sale and policy administration platform for NFU Mutual. Working as part of the Documentation & Transactional Communications workstream, you’ll collaborate with stakeholders across the business to create, test, and implement innovative customer documentation for our General Insurance journey — including quotations, new business, renewals, and more.
You’ll manage the end-to-end process for transactional customer documents, from requirements gathering and stakeholder approvals to user acceptance testing and transition to business-as-usual. You’ll ensure all documentation meets regulatory, accessibility, and brand standards, and you’ll help develop new design and tone-of-voice guidelines.
About you
With experience in managing transactional customer documentation or systems-generated communications in a Financial Services / Insurance setting, you’re confident working with cross-functional teams to deliver high-quality outputs. You thrive in agile environments, are comfortable managing stakeholder feedback, and have a keen eye for detail and compliance.
You bring:
4. Strong organisational skills and the ability to prioritise in a fast-paced setting
5. Experience in stakeholder management matched with a customer focus
6. Knowledge of working in the insurance sector (personal and/or commercial lines) or a similar Financial Services environment
7. Strong copywriting skills and familiarity with customer documentation
8. The ability to challenge constructively and drive positive change
9. It’s beneficial if you also have experience in process re-engineering, project/change management, print production, or knowledge of FCA regulatory requirements too.
FYI – this role will internally be known as: Subject Matter Expert (Bridge)
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
When you join our team, you can expect a supportive culture and an attractive range of rewards and benefits including:
10. Salary up to £38,000
11. Annual bonus (up to 10% of salary)
12. Contributory pension scheme, up to 20%, including your 8% contribution
13. 25 days annual leave + bank holidays + buy/sell/save holiday trading scheme
14. A Family Friendly policy that helps you balance your work and family responsibilities
15. Access to savings at High Street brands, travel and supermarkets
16. £20 contribution to a monthly gym membership – subject to T&Cs
17. Health and wellbeing plan - cashback for dentist, opticians, physio and more
18. Access to voluntary benefits, including health assessments, private medical insurance and dental insurance
19. Employee Volunteering - volunteer in the community for one day each year
20. Unlimited access to Refer a Friend £500 bonus scheme
21. Life Assurance cover of 4 x salary
22. Employee discounts of 15% on a range of NFU Mutual insurance policies.
23. 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 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.