Process Standards Manager
1. Own and evolve NFU Mutual’s process design methodology and standards.
2. Lead governance forums, tooling configuration, and capability building across the Process CoE.
3. Hybrid working: up to 80% homeworking and 20% in one of our regional offices based in Stratford-upon-Avon, Glasgow, York or Bristol.
About the role
This is an exciting time to join NFU Mutual and be part of a newly created team. The Customer Process Centre of Excellence, within our evolving Customer Service Strategy and Change team, will centralise expertise, streamline end-to-end processes, and enhance customer experience while boosting our enterprise-wide collaboration. This is a fantastic opportunity to help shape the future of our business and make a real impact as we set the stage for ambitious growth.
As a Process Standards Manager, you’ll drive a consistent, customer‑centric approach to process design across NFU Mutual. You’ll own and continuously evolve our centralised methodology, ensuring it reflects best practice, regulatory requirements and business needs. You will coordinate governance forums (including the Process CoE Steering Committee), preparing clear, accurate materials to support informed decision‑making and audit‑readiness.
You’ll lead the ownership and configuration of process design tooling and repositories, ensuring tools are fit‑for‑purpose, accessible and support high‑quality documentation. You’ll maintain and govern key Process CoE assets including the Playbook, GI Process Catalogue, taxonomy, naming conventions and version control — keeping standards current and easy to adopt.
Working enterprise‑wide, you will promote design standards and methodologies, provide guidance and coaching, and build training materials with learning teams to grow capability. You’ll monitor industry trends and emerging technologies (e.g. Lean, Six Sigma, automation) and establish integration standards between process tools and other platforms (knowledge management, workflow, automation) to improve efficiency and data flow.
You’ll also lead, manage and develop your team, setting clear expectations and fostering a culture of continuous improvement. From time to time, you’ll support short‑term projects and strategic initiatives to advance process excellence across the organisation.
About you
You’re a detail‑driven process specialist with a strong grasp of process mapping, standards creation and continuous improvement. Comfortable working across the organisation, you communicate clearly, influence effectively and keep documentation consistently high‑quality. Curious and forward‑looking, you stay ahead of emerging methods and tools, ensuring process standards remain robust, practical and easy to adopt.
4. Demonstrable experience developing, documenting and improving business processes using recognised approaches (process mapping, gap analysis, continuous improvement).
5. Strong experience creating and managing process standards, policies and procedures (ideally in insurance/regulatory environments).
6. Proficiency with process methods, standards and tooling; knowledge of Lean and Agile methodologies.
7. Excellent communication and stakeholder engagement skills, with the ability to influence across the enterprise.
8. Detail‑oriented, with a strong focus on documentation quality, taxonomy and version control.
9. Ability to work independently and as part of a team; capable of anticipating emerging trends and technologies to improve processes.
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 £65,000 dependent on experience
11. Annual bonus (up to 25% of salary)
12. Contributory pension scheme, up to 20%, including your 8% contribution
13. 28 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. Private medical insurance + options to add family members
16. Access to savings at High Street brands, travel and supermarkets
17. £20 contribution to a monthly gym membership – subject to T&Cs
18. Health and wellbeing plan - cashback for dentist, opticians, physio and more
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
*Plus any additional annual leave accrued in line with our Service Loyalty Policy
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.