Head of Customer Services Strategy & Change New role to drive capability and change across the division Executive committee engagement and influence Flexible location dependant on successful applica nt About the role As a business we go from strength to strength and continue on our journey to design and implement a new point of sale and policy administration system for our customers, agents and staff. As such this is a great time to join us as we transform our customer solutions to provide an omni channel offering. We have a brand new opportunity available to join us as our Head of Customer Service Strategy and Change. This role reporting directly into our Customer Service Director will be responsible for the design and deployment of the divisional capability roadmap and change strategy to meet our desired customer experience outcomes and profitability targets. The successful candidate will take the lead on the divisional approach to the service design of our future omni-channel strategy and enhance wider divisional capabilities including our data and analytics strategy and core systems. About you You will be able to demonstrate extensive senior leadership experience within the Insurance industry where you can show a clear understanding of how claims, underwriting, pricing and service delivery operate. You will have driven operational change transformations previously and can show how you are able to take a holistic view across the division considering the full impact of any change. Your excellent relationship management skills will shine through showing how you are able to engage and influence the executive committee to gain investment and/or buy in to future direction. Your commercial acumen will enable you to make sound judgements that drive operational and cost efficiencies whilst ensuring customer needs are met. Ideally experience of managing or at least exposure to regional insurance underwriting or claims teams would be beneficial. Benefits and Rewards When you join our team, you can expect a supportive culture and an attractive range of rewards and benefits including: Competitive salary Annual bonus (up to 40% of salary) Car allowance of £9,500 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 family cover 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 Health screening 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 understand how important a positive work-life balance is to you, so we offer great facilities when you want to be in an office environment and support to work some of your hours from home. Therefore, location is flexible for the successful applicant with the expectation of being at Head Office, Stratford upon Avon on average 2 days per week. 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 are one of only 39 companies across the globe, and the only organisation with headquarters in the UK, to receive a Gallup Exceptional Workplace 2022 award. We were also named in the LinkedIn Top 25 Companies List 2021 and the Glassdoor Best 50 Workplaces List 2023. 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.