Customer Remediation & Performance Reporting Specialist

• High-impact role in a brand-new function: Lead the development of datasets and creation of reporting for a new remediation function, delivering strategic insights directly to senior leadership and influencing key business decisions that drive performance and customer outcomes.
• Collaborative, Data-Driven Role: Work closely with a wide range of stakeholders, from senior execs to technical teams, and use your expertise to bring complex data to life.
• Hybrid working: Up to 80% of your time working from home and the rest from our Head Office in Stratford upon Avon.
• Salary up to £55,000 + up to 17.5% annual bonus

About the role

We’re excited to introduce a brand-new role at NFU Mutual, designed to support our new customer remediation function as well as broader board and performance reporting for the entire Customer Services Division. This role will play a pivotal part in helping us shape the future of our customer remediation strategy, ensuring that we have the right data, insight, and reporting capabilities to drive informed, data-driven decisions.

In this role, you’ll be responsible for structuring and conforming complex datasets from multiple sources, ensuring they are business-ready, consumable, and aligned with the needs of our Customer Services Division. You’ll collaborate closely with senior stakeholders to understand their data requirements, ensuring that the insights you deliver will support both operational performance and customer remediation activities.

A key aspect of your role will involve delivering board-level reporting across the Customer Services Division. You’ll work closely with senior stakeholders to ensure the data you present is aligned with the strategic goals of the division. From regular KPI reports to detailed performance analysis, your reports will track both business performance and the progress of our GI remediation strategy, helping senior leadership make informed decisions.

Working with business SMEs, you will build accurate remediation datasets, define business logic rules, and refine data extracts during the stabilisation period to ensure that affected customers are accurately identified and remediated. Additionally, you’ll contribute to the development of our Data Management and Data Governance initiatives, ensuring our data processes are efficient, reliable, and well-aligned with business needs.

About you

We’re looking for someone with a strong data background who can bring together complex datasets and turn them into actionable insights. You’ll need to coordinate data from multiple sources, knowing where to go and who to work with to get the information you need. You don’t need to be hands-on with every technical detail, but your ability to structure, curate, and deliver end-to-end reporting is essential.

You’ll be the bridge between data experts and business stakeholders, delivering clear, concise reports that inform high-level decisions. A keen eye for detail is critical, as you’ll be ensuring the accuracy of data and commentary, making sure everything aligns with business goals.

You’ll be proactive in identifying data issues, applying critical thinking to solve problems, and using data storytelling to communicate insights that drive performance improvements.

Key Skills:

• Data Process Understanding: You should have a solid understanding of data extraction, curation, and logic. While you won’t be doing the technical work daily, your ability to oversee the process and ensure data is business-ready is crucial.
• Customer Remediation Data or Strategic Performance Reporting Experience: You’ll bring either experience in managing remediation data within the financial services sector or expertise in strategic performance reporting within insurance. This experience will enable you to navigate complex datasets, provide insights into customer remediation, and support executive-level decision-making.
• Coordination & Organisational Skills: This role requires someone who knows where to find the data, understands the processes involved, and can coordinate across various teams to get the right data at the right time.
• Attention to Detail: Accuracy is vital. You’ll be expected to spot discrepancies in data, ensuring that reports are thorough, commentary is clear, and the data tells a complete, coherent story.
• Stakeholder Engagement: You’ll need to engage with both data teams and business stakeholders. The ability to understand business challenges, translate them into data needs, and communicate findings effectively is essential for success.
• Relationship Building & Collaboration: Building strong relationships with senior executives and across teams is vital. You’ll need to collaborate and engage with key stakeholders to drive continuous improvements and ensure the success of data initiatives.

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:

• Salary up to £55,000 depending on 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.