Job details

Customer Experience Insight Consultant – 12 Month FTC

Region: Midlands

Location: Stratford-upon-Avon

Contract type: Fixed Term Contract

Reference number: SMD100467

Working pattern: Full-time

Closing date: 16th December 2021

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About the role

• Up to £40,000 salary depending on experience
• 35 hour working week with up to 50% home working

NFU Mutual’s Customer Experience team, work with stakeholders from across the business to ensure the business continues to develop and deliver an excellent customer experience across all stages of their journey with us. Our Customer Experience team are new to our Strategy and Marketing division and as the Customer Experience Insight Consultant you will help put customer experience on the map by creating fresh and exciting new customer journeys and taking a fresh approach to the way we gather and calculate feedback from our customers.

Initially joining on a 12-month fixed term contract, you will have the opportunity to make this role your own with the chance of a permanent opportunity if successful. You will design, build and run NFU Mutual’s Voice of the Customer (VoC) proof of concept programme and support the activities required to build the case for full roll-out in 2023. You will work with internal colleagues, the agency network and VoC providers to design, implement and report NFU Mutual’s Customer Experience performance across our core customer journeys. You will also identify customer pain points and key moments of truth through detailed analysis and insight along with demonstrable return on investment through driving enhancements to customer experience.
We’re an organisation built on an ethos of ‘putting people first’, whether that’s our colleagues or customers. Join our team and you’ll be part of a cutting-edge hub of in-house expertise that’s right at the heart of our customer journey.

NFU Mutual is happy to offer its employees informal homeworking. Our team is located in Stratford-upon-Avon and it would be expected that on average, 50% of your working time would be located from this office, with the remaining days home based should you wish.

About you

You have a passion for customer experience and a can-do mentality with the ability to solve problems and find workable solutions in challenging situations. You have experience in developing customer experience surveys and delivering compelling insight to stakeholders. You have an excellent understanding of CX metrics, their importance and application across difference levels of an organisation such as NPS, CSAT, NET Easy etc. You have strong analysis and presentation skills and experience of influencing people at all levels. You are analytically minded and have experience within research/and or analytics.

Benefits and rewards

When you join our team, you can expect a supportive culture and an attractive range of rewards and benefits including:

  • Up to £40,000 depending on experience

  • Annual bonus (up to 17.5%)

  • Contributory pension scheme (maximum of 12% company contribution)

  • 25 days holiday plus bank holidays (additional holiday purchase scheme)

  • Employee discounts

  • Gym subsidy

  • Health and wellbeing plan

  • Life Assurance cover

  • Discounts on a range of NFU Mutual insurance policies

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 are one of only 39 companies across the globe, and the only organisation with headquarters in the UK, to receive a Gallup Exceptional Workplace 2021 award. We were also named in the LinkedIn Top 25 Companies List 2021. 

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.

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Tiddington Road
CV37 7BJ

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Jennifer Ingram

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About NFU Mutual

We are a leading provider of General Insurance and Financial Services. From our strong farming roots we’ve grown to become a UK-wide organisation, turning over £1billion annually. Yet success hasn’t gone to our heads. We’re proud to remain completely customer focused, down-to-earth and committed to the rural communities we’ve grown from.

Our ethos - of trust, respect and personal service - lies at the heart of all we do and has seen us build an enviable reputation for exceptional member loyalty. Though we’ve been in business for over 110 years, we have big ambitions for the future. And that’s why we’re looking for talented people to join our growing organisation. Talented people like you.