Customer Services PMO Specialist

Customer Services PMO Specialist

- A hands-on PMO specialist role supporting a complex change portfolio within Customer Services

- Play a key role in ensuring change activity is governed, assured and delivered in line with NFU Mutual’s Change Framework

- Hybrid role with 80% homeworking and 20% in Stratford-upon-Avon

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.

We’re looking for a Customer Services PMO Specialist to provide hands-on, specialist PMO support across the Customer Services Change Portfolio. Working closely with delivery teams, Project Managers and senior stakeholders, you’ll play a key role in ensuring change activity is governed, assured and delivered in line with NFU Mutual’s Change Framework. This role will also include managing, coaching and leading a small team of two Programme Support Analysts

As a Customer Services PMO Specialist, you’ll act as a trusted advisor, providing expert PMO support across the Customer Services Change Portfolio. Your responsibilities include collating and presenting regular reports, governance packs and assurance insights to internal groups, ensuring delivery teams remain on track and risks are effectively managed. You’ll maintain the governance schedule, conduct first-line assurance reviews to ensure adherence to NFU Mutual’s Change Framework, and contribute to centralised assurance activities.

Working closely with delivery teams and the wider PMO community, you’ll influence delivery standards, offer hands-on support in planning, budgeting and resource management, and proactively highlight risks and concerns. Additionally, you’ll coach team members, serve as an escalation point for PMO queries, and support short-term portfolio initiatives as required.

About you

You’re an experienced PMO professional with a strong track record of supporting complex change or transformation initiatives. You’re comfortable operating in a delivery environment, enjoy working with data and reporting, and take pride in helping teams stay compliant, informed and focused on outcomes.

Essential

* Strong hands-on experience in a PMO, portfolio or project support role

* Proven experience working across the full project lifecycle on transformation or change initiatives

* Strong understanding of PMO governance, controls and assurance

* Experience producing portfolio-level reporting, MI and governance materials

* Confident managing RAID, dependencies and delivery controls

* Strong attention to detail with the ability to interpret and challenge delivery data

* Ability to influence and collaborate with Project Managers and stakeholders without line management authority

* Experience working in financial services, ideally insurance

Desirable

* Experience working within a formal Change Framework

* Experience in managing or coaching a team

* Experience using a PPM tool

* Strong Power BI capability (qualified or demonstrable experience)

* Experience supporting assurance, audit or control activity

* Relevant PMO or project qualifications (e.g. PRINCE2, Agile, P3O, MoR, MoP, APM PMQ)

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,…