Continuous Improvement & Lean Six Sigma Specialist

We are pleased to share an exciting opportunity to join NFU Mutual's Customer Service Operations Continuous Improvement and Change Delivery team. In this role, you will be responsible for driving improvements and enhancing performance within our General Insurance Customer Services by developing and driving a change and continuous improvement strategy across your allocated Line of Business, with a focus on improving customer experience, efficiency, and operational excellence. You will manage a portfolio of targeted improvement projects, embedding a culture of continuous improvement within our Customer Service Operations and Regional Service Centres. Your work will directly support the development of end-to-end customer journeys for claims, underwriting, and complaints processes, ensuring NFU Mutual remains a leader in customer experience. You will build and maintain effective relationships with internal and external stakeholders, challenging current processes and mindsets to identify improvement opportunities, and overseeing the design and delivery of change initiatives either as an individual change specialist, project manager, or workstream leader. Additionally, you will coach and mentor the business to strengthen the organisation's continuous improvement capabilities, sharing best practices and collaborating with other change teams enhancing the overall maturity of improvement activities across NFU Mutual.,

• Identify, scope, and prioritise business improvement opportunities, ensuring alignment with available resources and potential benefits.
• Lead and deliver change initiatives across process improvements, financial benefits, people, and system enhancements.
• Develop and implement business readiness and communication plans, ensuring effective engagement with key stakeholders.
• Present and analyse data to support decision-making and prioritisation, and track progress during the control phase to ensure benefits realisation.
• Influence and engage with senior stakeholders and middle management through workshops, meetings, and reporting, ensuring clear communication of change plans and outcomes.
  
  The successful candidate will have a Lean Six Sigma certification at green belt or black belt and a proven track record of leading successful mid to large size change and fostering a culture of continuous improvement within a business environment.
You will have proven experience in identifying improvement opportunities, managing the full process improvement lifecycle, and delivering comprehensive process re-engineering. With a strong customer focus, you will be resilient and adaptable, thriving in dynamic environments and able to effectively manage conflicting demands. As an excellent communicator, you will excel at engaging, influencing, and managing multiple stakeholders at all levels, ideally with experience in a national, multi-site setting, both virtually and on-site. Additionally, you will tailor your communication style to effectively engage with both technical and non-technical audiences at all levels. Skills and Experience:
• Strong knowledge of Continuous Improvement and Change Delivery methodologies: Proficiency in methodologies such as Lean Six Sigma and Systems Thinking and applying these to drive process improvements and operational excellence
• Proven track record of delivering mid to large business change projects: Demonstrated success in managing and implementing change projects of varying sizes, ensuring sustainable outcomes and continuous improvement post-implementation
• Excellent data analysis skills: Skilled in analysing data for scoping, benefits estimation, root cause analysis, and supporting data-driven decision-making
• Strong communication, negotiation, and relationship management skills: Effective in engaging and influencing stakeholders at all levels through presentations, workshops, reports, and visual aids, with the ability to manage conflicts and resolve challenges
• Ability to manage multiple change projects and mentor others: Skilled in handling multiple projects simultaneously, providing mentorship and coaching to team members, and proactively driving improvements to enhance overall performance
  
  Working at NFU Mutual
We're one of the UK's leading general insurance and financial services companies. For over 110 years we've put our customers at the heart of everything we do. Our people are just as important to us. We pride ourselves on being "a great place to work" and we're one of only 60 companies across the globe to receive a Gallup Exceptional Workplace 2024 award, and one of only 2 companies to receive the award for the ninth consecutive year. We were also named in the LinkedIn Top 25 Companies List 2021, the Glassdoor Best Places to Work UK List 2023 and 2024, and were recognised as a certified UK Top Employer by the Top Employers Institute in 2023 and 2024. We offer a supportive culture where we empower and inspire our people to perform, offer them opportunities to grow, and recognise and reward 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 are successful now and in the future.

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 in the range of £45,000 to £50,000 depending on skill set and 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.