Performance and Remediation Analyst
1. Brand new role within the organisation
2. Excellent opportunity with exposure to senior leaders across the business
3. 80% working from home, 20% in the office – Open to candidates based in Tiddington, York, Bristol and Glasgow
About the role
As Performance and Remediation Analyst, you’ll play a key role in supporting our Customer Services division to deliver fair outcomes for our members and drive continuous improvement. The primary purpose of this role is to support the identification, analysis, and resolution of customer remediation events, ensuring we maintain the highest standards of integrity and regulatory compliance. You’ll also design, build, and test performance dashboards, providing actionable insights that inform strategic decisions across underwriting, pricing, claims, and operations.
You’ll join a newly established, high-profile team within Customer Services, reporting to the Performance and Remediation Consultant, who in turn reports to the Head of CS Strategy and Change. The team works closely with colleagues across the business, including data, risk, and governance functions, to proactively address issues and deliver robust performance reporting for senior leaders and the Board.
Our team is at the forefront of driving positive change, ensuring customer issues are resolved swiftly and transparently, and that our performance data supports the division’s strategic goals. The value we add is in safeguarding customer trust, supporting regulatory compliance, and enabling data-driven decision-making.
This is a permanent role with excellent long-term prospects. You’ll have the opportunity to develop your skills, gain exposure to senior stakeholders, and progress within a growing data and remediation function.
We’re open to discussing what this working arrangement might look like for you, to help you give your best both in the office and at home. The role is based flexibly, with the option to work regionally and travel to our Stratford-upon-Avon office as required for team meetings and collaboration. Up to 80% of your time working from home and the rest from an office, whether that be Head Office in Stratford upon Avon or our Regional Service Centres in Glasgow, York and Bristol. We understand how important a positive work-life balance is, so we offer flexibility to work full-time or part-time (from 28 hours a week), with support to work some of your hours from home.
About you
You’re a data-driven problem solver with a passion for delivering meaningful change and creating value for customers. You excel at translating business needs into practical, data-led solutions. You may have had exposure to working on strategic data projects within the insurance, financial services, or a regulated industry. Your excellent communication and stakeholder engagement skills enable you to build strong relationships across teams and present complex information in a clear, accessible way.
To join our team, you’ll be:
4. Proficient in Power BI, SQL, and Excel—core tools that will be assessed during the recruitment process (essential)
5. Experienced in data engineering, analysis, modelling, or visualisation, you’re confident working with large and complex datasets across multiple sources and systems, e.g. CRM, billing, claims or policy admin systems.
6. Customer focused - you’re committed to putting the customer at the heart of everything you do.
7. Highly organised and detail-oriented, you thrive in fast-paced environments and can manage multiple priorities effectively.
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:
8. Salary up to £42,000
9. Annual bonus (up to 10% of salary)
10. Contributory pension scheme, up to 20%, including your 8% contribution
11. 25 days annual leave + bank holidays + buy/sell/save holiday trading scheme
12. A Family Friendly policy that helps you balance your work and family responsibilities
13. Access to savings at High Street brands, travel and supermarkets
14. £20 contribution to a monthly gym membership – subject to T&Cs
15. Health and wellbeing plan - cashback for dentist, opticians, physio and more
16. Access to voluntary benefits, including health assessments, private medical insurance and dental insurance
17. Employee Volunteering - volunteer in the community for one day each year
18. Unlimited access to Refer a Friend £500 bonus scheme
19. Life Assurance cover of 4 x salary
20. Employee discounts of 15% on a range of NFU Mutual insurance policies.
21. 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.