Service Designer / Business Analyst

• Join a customer-centric business and become part of our largest scale transformation programme


• Benefit from early exposure to senior stakeholders and contribute to the shaping of our Service Design framework and principles


• Work up to 80% of your time from home and we will consider part time hours as well to allow you to achieve the work/life balance which suits you best

Join us here at NFU Mutual as part of our most extensive change programme to deliver refreshed products and services for our customers. This programme will see the transformation of our general insurance sales, policy administration and underwriting processes, as well as the introduction of a new platform to host a refreshed GI product range.
We are now seeking a Service Designer / Business Analyst professional to join this journey to plan and manage the roadmap for multiple Service Design projects across releases, products and business areas to deliver new and improved service experiences across the customer’s end-to-end journey. The role will entail conducting thorough analysis of business processes, systems and data to identify opportunities for improvements, as well as driving the analysis of potential options and leading on discussions with key stakeholders to align on a preferred solution.

You will perform and maintain current and future business areas capability and value chain maps for improvement identification and tracking. As a key member of the programme, you will also be translating business area requirements into service design maps and ensuring the service design models are fit for purpose.
As an effective communicator, you will engage with and challenge stakeholders across the business, including Business Architecture, the Customer Experience team and operational functions to translate strategy into actionable service packages whilst driving the adoption of best practice Service Design approaches into the change programme and wider organisation.

We are seeking a professional with extensive experience as a Service Design and /or Business Analyst on customer focused organisational change with a particular focus on designing processes which impact on the customer’s journey. You will have an excellent understanding of customer service operations within a business context and will have prior experience with championing people-cantered processes.

You will be data literate with strong analytical skills and experience of process mapping. As someone with a passion for driving improvements and introducing new ways of working, you will be confident with project management and delivery utilising the agile methodology.

As stakeholder management will form key part of the role, we will look for you to be able to evidence superb communication skills, the ability to forge and maintain effective working relationships and the ability to influence decisions across all levels. A proactive and can-do attitude together with excellent time management and prioritisation skills will also be essential for the role as well as the ability to work effectively within a team.

We also hope that you will be able to demonstrate the following skills and abilities:

• Ability to work well under pressure and adhere to tight deadlines


• Ability to drive activities from ideas in order to design efficient solutions


• Ability to problem solve in an analytical and methodical way.

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.

When you join our team, you can expect a supportive culture and an attractive range of rewards and benefits including:   

• Salary in the range of £45,000 to £55,000p.a. depending on skill set and experience


• Annual bonus (up to 17.5% of salary)  


• Contributory pension scheme, up to 20%, including your 8% contribution


• 25 days annual leave + bank holidays + buy/sell/save holiday trading scheme


• A Family Friendly policy that helps you balance your work and family responsibilities


• 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


• Access to voluntary benefits, including health assessments, private medical insurance and dental insurance


• 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.

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 are one of only 57 companies across the globe, and one of only two organisations with headquarters in the UK, to receive a Gallup Exceptional Workplace 2023 award. We were also named in the LinkedIn Top 25 Companies List 2021, 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 and 2024.

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.