Process & Performance Data Manager

Job Description

Process & Performance Data Manager

• Lead and deliver hands-on performance insight within a regulated insurance environment whilst building and developing a high-performing analytics team which is part of a key shared service function that is setting the standard for customer process redesign, insights and local change delivery.


• Shape and deliver board-level reporting materials for the Customer Services division, which includes Pricing, Underwriting, Claims, Proposition, Operations including operational, financial and customer data.


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

About the role

As Process & Performance Data Manager, you’ll lead a specialist data team responsible for delivering high-quality insight that informs senior decision-making across Customer Services and the wider business. You’ll oversee the design and delivery of performance, MI and KPI frameworks that bring together operational, financial and customer data to provide a single, trusted view of business performance, process effectiveness and remediation activity.

Working closely with senior stakeholders, Finance and the Data Centre of Excellence, you’ll ensure data is accurate, well-governed and presented in a way that enables clear executive understanding and confident decision-making. A key part of the role will be shaping board-level materials and executive reporting, ensuring insight, commentary and analysis are robust, timely and commercially meaningful.

You’ll lead deep-dive analytical activity, including causal and trend analysis, to understand the drivers behind performance, customer outcomes and financial impact, supporting process improvement, operational excellence and remediation strategies. Alongside this, you’ll play a key role in strengthening data governance, quality and control frameworks, helping to embed consistent standards and best practice across reporting and insight.

As a people leader, you’ll coach and develop a high-performing team, setting clear expectations, building capability and creating an environment where colleagues are supported to grow and deliver their best work. This is a highly visible role with significant responsibility, requiring strong collaboration, confidence working with senior leaders and the ability to translate complex data into clear, actionable insight.

This role is based in our Tiddington Head Office, just outside Stratford-Upon-Avon. We offer great facilities when you want to be in an office environment and support to work up to 80% of your hours from home. Due to the seniority and visibility of this role, there will be times where greater office presence is required to support stakeholder engagement, governance forums and key reporting cycles, and the successful candidate will need to be flexible to meet these business needs.

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 CS 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.

About you

You’re an experienced data leader and you’ll bring deep insurance industry experience and a hands-on leadership style, combining strong analytical capability with the ability to shape senior decision-making in a regulated environment where accuracy, governance and accountability are critical.

You’ll also have:

• Significant experience delivering financial, operational and customer performance insight within the insurance industry (essential)


• Hands-on management experience leading and developing analytics teams, remaining close to analysis and output quality (essential)


• Strong capability in financial & commercial analysis, KPI framework design and performance governance


• Experience applying advanced analytical thinking to process improvement and remediation activity


• A track record of influencing senior stakeholders, confidently owning recommendations and shaping board-level narratives


• Proven ability to work collaboratively across Claims, Pricing, Underwriting and Finance in a matrix environment, continuously raising standards and analytical maturity

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 £95,000 depending 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 - 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.