CRM Support & Best Practice Analyst

Job Description

CRM Support & Best Practice Analyst

• Join the team driving best practice across Microsoft Dynamics 365 and play a pivotal role in enabling the business to deliver as the UK’s Most Trusted Insurer.


• Shape the role around your strengths and ambitions, with opportunities to grow into change management or more technical career paths


• Hybrid role with up to 80% from home and 20% in Stratford-upon-Avon


• This role is suitable for candidates who have a strong understanding of how NFU Mutual operates.

About the role

An exciting opportunity has arisen to join NFU Mutual’s Group CRM Office as a CRM Support & Best Practice Analyst on a permanent basis.

In this role, you’ll provide day-to-day support for colleagues across NFU Mutual and the nationwide agency network, helping them get the best from our Dynamics 365 Customer Relationship Management (CRM) system – our core customer relationship management system.

Dynamics 365 plays a critical role in boosting efficiencies, strengthening pipelines, and enabling colleagues to provide excellent service to customers. You’ll manage and resolve user queries, incidents, and service requests - ensuring each one is handled with care, accuracy, and in line with NFU Mutual’s policies, procedures, and service level agreements.

You’ll play an important part in maintaining a smooth and supportive CRM experience by assessing and prioritising queries, investigating issues thoroughly, and ensuring effective resolutions that minimise disruption and improve system functionality.

Alongside this reactive support, you’ll shape how Dynamics (CRM) is used across the agency network and wider business, identifying opportunities to improve usage, behaviours and confidence. This includes creating and maintaining clear training materials, user guides, and best-practice documentation.

You’ll also coach and advise colleagues - including senior stakeholders - strengthening system knowledge and encouraging consistent, effective use.

This is a varied role offering excellent development prospects. You’ll work closely with a well-established change and adoption team, giving you exposure to how NFU Mutual delivers system improvements, with the opportunity to grow your skills in areas such as change management, communication, analysis, or more technical career pathways.

This role is well suited to someone who already understands the NFU Mutual environment and wants to apply that experience in a broader, business‑wide support and improvement role.

About you

We’re looking for someone who is curious, proactive, and enjoys helping others get the best out of systems and processes.

You don’t need to be a Dynamics 365 expert already – what matters most is the understanding you bring from working within the NFU Mutual environment, particularly in customer‑facing agency or regional teams. We’ll support you to deepen your technical knowledge and develop your career.

Essential skills:

• Direct experience working within the NFU Mutual agency network, partner organisations, or closely aligned NFU Mutual teams


• A strong understanding of NFU Mutuals business, particularly in relation to customer‑facing agency teams or regional service centres


• Recent experience working with business systems that hold or support customer data


• A genuine interest in problem‑solving and understanding the “why” behind system or process issues


• Excellent people-support and customer service skills, with a genuine desire to help users solve problems and work more effectively


• Clear, confident communication skills (written and verbal), with strong attention to detail


• A proactive, organised approach to managing your workload, able to work independently while collaborating effectively with others

Desirable:

Previous experience using Microsoft Dynamics 365 is beneficial 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, 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 [Input relevant salary details/Competitive if unable to disclose]


• Annual bonus (up to 10% 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.