CS Senior MI Analyst
1. Lead the development of insight led MI that supports operational performance and decision making
2. Use data platforms and reporting tools to influence improvement across Customer Services
3. Full time role with 80% homeworking and 20% office based across Stratford upon Avon, Bristol, York, Glasgow or Northern Ireland
About the role
This is an opportunity to play a key role in how customer service performance is measured, understood and improved. As a Senior MI Analyst, you will lead the delivery of regular and ad hoc management information that supports operational leaders across Customer Services to make informed, timely decisions.
You will work as part of a well-established analytics community, producing high quality reporting and dashboards using tools such as Power BI and Shared Data Platform. Your work will draw on multiple data sources to provide clear insight across performance, service, customer experience, quality and regulatory reporting, ensuring information is accurate, consistent and trusted.
Alongside day-to-day reporting, you will help evolve how MI is delivered by improving frameworks, models, dashboards, and provisioning new data sources. This includes working with datasets and queries, and supporting the ongoing development of data capability across the team.
A core part of the role is collaboration. You will work closely with operational managers and senior stakeholders across Operations, helping them interpret data, understand trends and use insight to drive performance improvement. You will also support colleagues through technical guidance, coaching and shared best practice.
This role is offered on a full-time basis with hybrid working. You can be based from Stratford upon Avon, Bristol, York, Glasgow or Northern Ireland, with 80% of your time working from home. The breadth of exposure across Customer Services and wider teams offers strong development opportunities, including progression into lead analyst or more specialist technical roles over time.
About you
You will thrive in this role if you enjoy working with data, engaging with stakeholders and using insight to influence decisions. You bring curiosity, confidence and a collaborative mindset, alongside a strong focus on accuracy and continuous improvement.
To join our team, you must also have:
4. Experience producing management information, dashboards or insight using tools such as SQL, Power BI and Shared Data Platforms and your advanced Excel capability
5. Strong analytical capability, including working with datasets and queries to identify trends and performance drivers
6. The confidence to influence and engage stakeholders, explaining complex information clearly and supporting evidence-based decision making
7. A strong commitment to data quality, integrity and improvement
8. Experience supporting others through coaching, training or technical guidance
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:
Level 4
9. Salary up to £45,000 dependent on experience
10. Annual bonus (up to 17.5% of salary)
11. Contributory pension scheme, up to 20%, including your 8% contribution
12. 25 days annual leave + bank holidays + buy/sell/save holiday trading scheme
13. A Family Friendly policy that helps you balance your work and family responsibilities
14. Access to savings at High Street brands, travel and supermarkets
15. £20 contribution to a monthly gym membership – subject to T&Cs
16. Health and wellbeing plan - cashback for dentist, opticians, physio and more
17. Access to voluntary benefits, including health assessments, private medical insurance and dental insurance
18. Employee Volunteering - volunteer in the community for one day each year
19. Unlimited access to Refer a Friend £500 bonus scheme
20. Life Assurance cover of 4 x salary
21. Employee discounts of 15% on a range of NFU Mutual insurance policies.
22. 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.