Head of Customer Experience (CXM)

• Define and lead the strategy for NFU Mutual’s Customer Experience, shaping how we serve customers while influencing decision-making up to Board level.

• Lead and inspire a high-performing, enterprise-wide CX team to design and deliver market-leading experiences that drive measurable impact.

• Hybrid role with up to 80% homeworking and 20% in Stratford-upon-Avon head-office

About the role

NFU Mutual is proud to be Which? Insurance Brand of the Year 2025 for the fourth consecutive year, reflecting consistently high customer satisfaction. Customer experience is central to our future success, and this role offers a rare opportunity to shape it at scale. Following a planned retirement, we are seeking a senior leader to take end-to-end ownership of our Customer Experience Management (CXM) capability, defining how customer experience drives value for customers and the business. With visibility at the most senior levels, this role brings together strategic leadership, influence and delivery, overseeing three core CX capabilities: Customer Insight and Monitoring, Customer Target Experience Design, and Governance and Standards, while ensuring NFU Mutual continues to listen to customers, act on insight and demonstrate to the FCA that customer needs are understood and addressed.

The role is accountable for delivering a clear, actionable CX strategy that is critical to achieving NFU Mutual’s ambition. You’ll lead an experience-led approach to change, shaping a multi-year roadmap and putting practical governance in place to ensure customer experience is consistently designed, delivered and improved across the organisation.

You’ll lead and develop a high-performing CXM team, setting clear priorities and enabling strong delivery. Working closely with senior stakeholders across the business including Marketing, Distribution, Digital, Strategy, Customer Service and Operations and Executive Committee/Board, you’ll influence decisions at pace, build strong alignment, and embed customer-centred ways of working that unite teams around shared outcomes.

Design leadership is central to the role. You’ll guide the design of current and future customer journeys, using insight to focus effort where it matters most. Through design sprints and collaborative workshops, you’ll turn insight into prototypes and target experiences, then work with programme, process and delivery teams to ensure changes are implemented and the desired experience is delivered end to end. You’ll influence the organisation’s approach to customer segmentation, ensuring personas and methodologies support CX and product decisions.

Driving impact through insight will be critical. You’ll define and embed meaningful experience metrics and operational KPIs, ensuring customer outcomes are clearly linked to business performance. By leading the Customer Insight capability including a Group-wide Voice of the Customer programme and a robust measurement framework, you’ll ensure feedback is acted on and trends are understood, while bringing external market insight and thought leadership into the organisation to keep NFU Mutual at the forefront of customer experience.

About you

You are an impactful and inspiring leader who combines strategic thinking with practical delivery. Able to energise and motivate teams, you bring clarity to complex situations and guide others confidently through change and transformation. An effective communicator and skilled facilitator, you build strong relationships at every level, including ExCo and Board, navigate stakeholder interests with diplomacy, and influence decisions through clear storytelling, negotiation and evidence. You thrive in collaborative environments, manage multiple priorities with discipline, and are recognised for your thought leadership - bringing fresh ideas, external perspective and innovation that drive meaningful improvements in customer experience.

It is essential that you can demonstrate recent and thorough experience of:

• Leadership of customer experience teams and enterprise-wide CX initiatives within a large commercial organisation
• User-centred design methods, including Design Thinking, Experience Design, Service Design and Design Sprints
• End-to-end customer journey mapping, experience metrics and operational KPI definition – understanding the difference between journey mapping and management
• Customer experience visioning, strategy development and implementation
• Translating Customer research and testing (qualitative and quantitative) into action
• Design and delivery of Voice of the Customer and customer insight programmes
• Workshop preparation, facilitation, synthesis and clear written outputs
• Creation of visually engaging designs, presentations and prototypes
• Customer segmentation development and implementation

Desirable experience includes Financial Services exposure and broader involvement in product development and/or proposition design.

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 to £110,000
• Annual bonus (up to 33% of salary)
• Car allowance of £7,000
• Contributory pension scheme, up to 20%, including your 8% contribution
• 28 days annual leave + bank holidays + buy/sell/save holiday trading scheme
• Family Friendly policy to help balance work and family responsibilities
• Private medical insurance – family cover
• Access to savings at High Street brands, travel and supermarkets

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.