Customer Process Manager York

Region: North East

Location: York

Contract type: Permanent

Reference number: CSDI04292

Working pattern: Full-time (Part-time hours considered)

Salary: Up to £75,000 dependent on experience + 25% bonus + package

Customer Process Manager

• Lead the end‑to‑end design, optimisation and delivery of NFU Mutual’s GI processes.
• Influence senior leaders, shape strategic priorities, and drive measurable improvement.
• Hybrid working: up to 80% homeworking and 20% in one of our regional offices based in Stratford-upon-Avon, Glasgow, York or Bristol.

About the role

This is an exciting time to join NFU Mutual and be part of a newly created team. The Customer Process Centre of Excellence, within our evolving Customer Service Strategy and Change team, will centralise expertise, streamline end-to-end processes, and enhance customer experience while boosting our enterprise-wide collaboration. This is a fantastic opportunity to help shape the future of our business and make a real impact as we set the stage for ambitious growth.

As a Customer Process Manager, you’ll play a critical leadership role in shaping how NFU Mutual designs and improves its General Insurance processes. Leading a team of process design specialists, you’ll oversee the full lifecycle of process transformation — from initial prioritisation and design through to implementation and post‑change evaluation — ensuring every change drives business value and enhances customer, agent and colleague experience.

You’ll lead the process re-design end-to-end, ensuring GI customer processes are clearly defined, strategically aligned and focused on the most impactful opportunities. Working closely with senior stakeholders across multiple divisions, you’ll gather insight, navigate competing priorities, secure buy‑in, and remove barriers to delivery.

A key part of your role will be to guide your team in mapping current and future‑state processes, facilitating design workshops, analysing performance data and developing business cases that are commercially robust and strategically grounded. You’ll oversee the creation of high‑quality process documentation and ensure strong governance, quality control and benefit tracking across all change activity.

You’ll also take a central role in identifying opportunities for automation, innovation and continuous improvement — working within the Process Centre of Excellence (CoE) you will collaborate with wider functional teams to use data‑driven insights and emerging technologies to optimise performance. Beyond your core remit, you’ll represent GI process thinking at the Process CoE Steering Committee and support short‑term strategic initiatives and change programmes as required.

About you

You’re a confident, influential leader with a strong track record of designing, improving and governing operational processes. You combine strategic thinking with hands‑on expertise and bring a calm, structured approach to complex problems, competing priorities and organisational change.

• Proven experience leading process design, improvement and implementation activities using recognised methodologies.
• Strong analytical and problem‑solving skills with the ability to interpret data and identify meaningful opportunities.
• Expertise in process mapping tools and techniques such as BPMN, gap analysis and continuous improvement approaches.
• Developing business cases that are commercially robust and strategically grounded.
• Demonstrated experience facilitating senior‑level workshops and navigating challenging stakeholder dynamics.
• Strong ability to lead, develop and coach a team of process professionals.
• Excellent communication and stakeholder management skills, with the confidence to influence at multiple levels.
• Understanding of regulatory, compliance and risk considerations within process design.
• Experience creating KPIs, performance metrics and benefit frameworks.
• Awareness of emerging industry trends, automation and data‑driven optimisation opportunities.

A degree in Business, Operations Management or a related field, along with Lean or Six Sigma certification, is desirable.

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 £75,000 dependent on 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 - volunteering 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.
• Salary sacrifice employee car scheme - subject to eligibility

Working at NFU Mutual

We’re one of the UK’s leading general insurance and financial services organisations, and for over 110 years we’ve put our customers at the heart of everything we do. Our people are just as important to us, so we’re proud to be recognised as “a great place to work”. Our Gallup Exceptional Workplace 2025 award was not only awarded with Distinction, but it also marked us as the first UK based company to earn a Gallup Exceptional Workplace award for ten consecutive years. We’ve also been consistently recognised by Glassdoor. We appeared in the Glassdoor Best Places to Work UK list in 2023, 2024 and 2026 — and in 2026, we were the highest ranked insurance business in the UK, highlighting our strong employee experience and the positive feedback our people share on the platform.

Additionally, we were named in the LinkedIn Top 15 Companies 2025 list of “Best midsize employers to grow your career in the UK”, and we’ve been certified as a UK Top Employer by the Top Employers Institute in 2023, 2024, 2025 and 2026.

We offer a supportive and empowering culture where people are inspired to perform, given opportunities to grow, and recognised and rewarded for 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’re successful now and in the future. We are a leading provider of General Insurance and Financial Services. From our strong farming roots we’ve grown to become a UK-wide organisation, turning over £1 billion annually. Yet success hasn’t gone to our heads. We’re proud to remain completely customer focused, down-to-earth and committed to the rural communities we’ve grown from.

Our ethos - of trust, respect and personal service