Project Manager - Customer Services
Lead cross functional projects from definition through to successful delivery
Shape project teams, governance and stakeholder relationships across Customer Service
Hybrid 80% homeworking and 20% from Stratford Upon Avon
About the role
As a Project Manager at NFU Mutual, you’ll lead, control and manage projects through the full project lifecycle, from definition through to transition into business as usual. You’ll also support larger projects and programmes, helping to deliver change to agreed time, cost and quality standards.
You’ll join a wider team of Project Managers and Change Delivery Specialists within Customer Service. Working with stakeholders across the business, you’ll define project scope, deliverables, roles and responsibilities, then plan, coordinate and lead activity from inception into delivery.
You’ll establish and lead cross functional project teams, run project meetings and bring together the governance information needed to support effective decisions. You’ll monitor progress, dependencies, risks and issues, communicate key messages and maintain strong internal and external relationships throughout delivery.
Your projects may include changes to processes and people, as well as the implementation of new systems. You’ll also contribute to consistent project management standards and best practice across NFU Mutual.
About you
You’re a proactive Project Manager with strong change management capability and a clear focus on delivery. You use effective communication to give project teams and stakeholders a shared understanding of priorities, progress, risks and next steps. Your stakeholder engagement skills help you build productive relationships, influence decisions and maintain alignment across different business areas. You approach challenges with practical problem solving, working through dependencies and conflict constructively while keeping projects moving towards agreed outcomes.
To join NFU Mutual, you’ll also bring
Proven experience of delivering projects to agreed time, cost and quality criteria
Experience of leading and managing a project team
Experience of building effective stakeholder relationships and influencing others
Solid knowledge of project management best practice, including planning, monitoring and control techniques
A project management qualification, with PRINCE2 Practitioner preferred, or a relevant degree – 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
Mentoring opportunities to help you grow your career
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 2026 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 eleven 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 Companies 2026 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.
