Service/Process Designer

Be part of something big. Join us here at NFU Mutual as part of our most extensive change programme to deliver new products and services for our customers. This programme will see the transformation of our general insurance sales, policy administration and underwriting processes, as well as the introduction of a new platform to host a refreshed GI product range.

We are now seeking a Service Design professional to join this journey to plan and manage the roadmap for multiple Service Design projects across releases, products and business areas to deliver new and improved service experiences across the customer’s end-to-end journey, facilitating the successful delivery of the Target Operating Model (TOM) in the context of the programme.

Reporting to the TOM and Service Design Workstream Lead, the successful candidate will engage and challenge stakeholders across the business, including Business Architecture, the Customer Experience team and operational functions to translate strategy into actionable service packages whilst driving the adoption of best practice Service Design approaches into the programme and wider organisation.

As well as Service Design expertise, you will have experience of leading on projects using design thinking and sprint techniques within a transformation environment and experience of using creative tools to bring customer journeys, story boards and service blueprints to life (e.g. Miro boards, Adobe Creative, etc.)

It is important that you are able to demonstrate strong stakeholder management and influencing skills across all levels with experience of championing human-centred design and driving new ways of working.