Customer Process Designer FTC

Position: Customer Process Designer 12 months FTC
# Customer Process Designer 12 months FTCRegion:
North West

Location:

York Contract type:
Fixed Term Contract Reference number: CSDI
04290

Working pattern:
Full-time (Part-time hours considered)
Salary: £50,000 to £55,000 dependent on experience +17.5% Bonus + Package## Customer Process Designer 12 months FTC
* ** Facilitate and design customer‑focused processes that improve experience and efficiency.**    *
* • Lead workshops, create process maps and drive continuous improvement across the business.**    *
* • 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
** 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 Designer, you’ll play a vital part in shaping how NFU Mutual delivers brilliant customer experiences. You’ll analyse, design and improve processes that support our operational and customer‑facing teams, ensuring they are efficient, well‑controlled and aligned to our strategic aims.  You’ll work closely with colleagues across the business to evaluate current processes, identify pain points and opportunities, and deliver clear, accurate “as‑is” and “to‑be” designs.

You’ll facilitate workshops, map process journeys, document requirements and build a strong foundation of process governance to support sustainable continuous improvement.  You will work within the Process Centre of Excellence (CoE) and collaborate with teams from across the business to identify process improvement opportunities, ensuring improvements are both impactful and practical. You’ll also support decision‑making by producing high‑quality documentation, business cases and insights for stakeholders at all levels.  

This role also plays a key part in building process capability across the organisation — coaching colleagues, encouraging a mindset of continuous improvement and helping embed process excellence in everyday thinking.## About youYou’re an analytical, detail‑driven thinker who enjoys understanding how things work and finding ways to make them better. You’re comfortable facilitating workshops, engaging stakeholders and translating complex processes into clear, accessible designs.

You bring:

* Experience working in process management, continuous improvement or a similar discipline.  
* Strong skills in process mapping methodologies and tools (e.g. BPMN, Visio).  
* Confidence facilitating workshops and producing defined outputs.  
* Excellent communication skills, with the ability to tailor your approach to different audiences.  
* A strong understanding of customer journeys — ideally within insurance.  
* A collaborative mindset with the ability to influence, challenge and build strong relationships.  
* A proactive approach to learning, including an interest in how technologies such as automation and AI can support process optimisation.
A degree in Business, Operations or a related discipline, or a qualification such as Lean Six Sigma, is desirable but not essential.  
* 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,…