Workstream Lead – Service Design

• Join a people-centric business that looks after employees and customers alike
• Become part of our largest transformation programme and make a real impact
• Flexible opportunity with 2 days working from home and 3 days at our vibrant Head Office in Stratford-upon-Avon

About the role:

In this role, you will act as the Service Design Workstream Lead, providing leadership, coordination and strategic direction to a small team of functional experts aligned to NFU Mutual’s largest transformation programme.

The role of the team is to work with business stakeholders to develop and agree NFU Mutual’s future service design, across the scope of the programme, in order to inform and drive the programme Build and Business Change workstreams. You will be responsible for ensuring that all key service design decisions are identified, owned, and resolved within the required timeframes to support successful programme delivery, aligning with the system build, programme benefits, and the wider business.

You will work closely with project managers, business leads, journey leads and stakeholders to drive resolution of design decisions and ensure the right resources, capabilities and governance are in place. This includes overseeing stakeholder engagement across the business, navigating complex decision-making groups, and supporting collaboration to drive outcomes. You will monitor how the wider organisational strategy may impact programme scope and help ensure alignment between programme activity and enterprise direction. And you’ll ensure the outputs of the team are delivered to the right quality and timing to support downstream workstream.

This is a hands-on role and you can expect to personally lead specific elements of the service design work where needed, conducting analysis, developing options and gaining appropriate approvals. You’ll also support benefits tracking and reporting, ensuring business case assumptions are well understood and communicated.

About you:

We’re seeking a talented professional who can demonstrate a well-rounded blend of service design and change delivery experience, with a strong track record of translating business needs into effective, people-centred solutions. Your background will include working through the full lifecycle of change, from gathering requirements and designing processes, through to implementation and embedding new ways of working.

You’ll ideally have led teams directly and know how to deliver outcomes through others, building capability and maintaining momentum across a range of initiatives. Experience working across multiple business areas will be important, as will the ability to navigate complex structures and influence outside of your immediate team.

You’ll be an effective communicator who brings people with you in a collaborative manner, able to think ahead, solve problems pragmatically, and remain focused on what works for the end customer. You will also bring strong experience in project management or delivery.

Additionally, we’ll look for you to evidence the following:

• Excellent stakeholder management experience to include building and navigating relationships at senior level and across divisions

• The ability to balance strategic thinking with hands on delivery

• Strong influencing skills with the ability to shape decisions and gain buy-in at senior level

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 in the range of £55,000 - £70,000 depending on skill set and experience

• Annual bonus (up to 25% of salary)

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

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

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

• Private medical insurance + options to add family members

• 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

• 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.

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.