Change Delivery Specialist

Job Description

Change Delivery Specialist

• Work at the heart of the business, influencing stakeholders and driving continuous improvement.


• Based at our Stratford-upon-Avon office with excellent facilities and surroundings.


• Hybrid working with flexibility, combining home working with time in the Stratford-upon-Avon office

About the role

We’re looking for an experienced Change Delivery Specialist to join us on a permanent basis. In this role, you’ll deliver a targeted portfolio of improvement projects that enhance customer experience and performance across Customer Services.

You’ll be central to embedding a strong culture of effective change delivery across Customer Services and our Regional Service Centres, ensuring improvements land in a timely, meaningful way and align to wider strategic objectives. You’ll also support the development of end-to-end customer journeys to help NFU Mutual continue delivering outstanding customer experience.

Working closely with stakeholders across the business, you’ll use a curious, analytical approach to understand current processes, challenges and opportunities. You’ll lead change initiatives ensuring they are well managed at each stage from design, delivery and embedded into business as usual. Alongside delivery, you’ll coach and mentor colleagues in change management best practice, helping build consistent, sustainable change capability across Customer Services.

About you

You’re confident engaging with stakeholders across Customer Services and the wider business, building strong relationships and influencing at all levels to drive change forward and ensure successful delivery. With a continuous improvement mindset, you use curiosity and insight to understand processes, challenging existing ways of working, and identify opportunities that enhance customer experience and performance.

You’re also clear and engaging in your communication, you’re able to simplify complex ideas and keep stakeholders aligned throughout the change journey. Highly organised and collaborative, you manage multiple priorities with ease, working closely with others to embed change and deliver lasting, meaningful improvements.

To be successful in this role, you’ll also have:

• Experience of leading successful change and creating a culture of continuous improvement in a business environment,


• Experience of engaging, influencing and managing multiple stakeholders at all levels,


• Knowledge of Continuous Improvement methods and practices,


• Ability to plan and prioritise workload ensuring all given deadlines are met,


• Experience of taking a data led approach to drive measurable and sustainable benefit,


• Experience of Lean Six Sigma methodology – 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 £50,000 depending on experience


• Annual bonus (up to 17.5% of salary)


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


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


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


• 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


• Access to voluntary benefits, including health assessments, private medical insurance and dental insurance


• 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.


• 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.