NFU Mutual: A commitment to people, customers, and culture

At NFU Mutual, the ethos of mutuality isn’t just a business model – it's the foundation that influences how we operate, both internally and externally. With a clear focus on supporting people, nurturing talent, and putting customers at the heart of everything we do, our ethical approach fosters an environment where long-term relationships and high-quality service thrive. We caught up with some colleagues from our Guidewire Centre of Excellence to talk about the way mutuality shapes the way they work. 

How does the mutuality influence the work you do? 

Howard Goodman, Head of IT Applications: Being a mutual fundamentally shapes how we operate. It means we work for our customers, not shareholders, and that allows us to take a long-term view in our decision-making. Whether it’s investing in new technologies like AI or planning for future growth, mutuality means we don’t have to chase short-term financial results. 

Ashley Lowndes, IT Technical Engineering Lead: Our mutual status means we’re able to take a long-term perspective on everything we do. That’s reflected in how we interact with both our colleagues and customers. The focus is always on people whether it’s providing our customers with better services or supporting our colleagues within the team and across the business. That mutual ethos absolutely impacts our working culture. It fosters a friendly, relaxed atmosphere, which encourages collaboration and a sense of community. Everyone is working toward the same goal, and that makes for a healthy and supportive work environment. 

What, for you, makes NFU Mutual different? 

Tamalika Mazumder, Senior Tester: Coming from a fast-paced, service-based environment, I noticed a significant difference at NFU Mutual. Here, the focus isn’t on speed or cost-cutting, but on delivering high-quality products that provide long-lasting, thoughtful solutions for our customers. What really stands out is the sense of camaraderie and support. Everyone is committed to helping one another. It’s not about rushing to meet a deadline; it’s about doing what’s right for the customer, and that’s something I truly value. 

Richard Hill, Senior Developer: In my experience, working for a company with no shareholders makes a huge difference. Our mutual status allows us to take a longer-term view on investments and technology, rather than focusing on short-term profits. This gives us the freedom to make decisions that benefit our customers in the long run, without the pressure of quarterly results. 

What first encouraged you to join NFU Mutual? 

Tamalika: For me, it was about the reputation that NFU Mutual has built around its customer-centric approach. It wasn’t just about cutting-edge technologies – it was the way they truly put people first. Whether it’s customers or colleagues, I've seen first-hand how much the company values everyone. 

Howard: Before joining NFU Mutual, I spent over two decades working in financial services, where many companies were focused on quick financial returns. What attracted me to NFU Mutual was the genuine morality I saw – NFU Mutual has a real commitment to doing the right thing for the customer. There’s a deeper focus on people and long-term value, which really resonated with me. 

What was the moment you realised NFU Mutual was the place for you? 

Richard: After working at a few small, unstable software companies, I found NFU Mutual to be a breath of fresh air. The work environment was well-managed, and the atmosphere was collegiate and collaborative. No office politics, just a group of people working together toward a common goal. That was when I knew this was the place for me. 

Tamalika: As soon as I joined, I felt immediately welcomed and appreciated. It was clear from day one that the company values its people and is committed to making sure we’re supported. The team-oriented environment and commitment to high-quality work confirmed that I’d made the right choice. 

What do you most enjoy about working here? 

Indu Mari, Senior Developer: The mutuality among the team is what I enjoy most. There’s excellent collaboration, and the knowledge-sharing environment here makes me feel I’m always growing, both personally and professionally. 

Howard: The culture here is a massive part of why I think NFU Mutual is such a great place to work. It’s not just about delivering a product—it’s about doing the right thing for the customer. The mutual ethos means there’s no external pressure from shareholders, so we can focus on creating long-term value. 

A culture built on mutuality 

Our ethical approach to business is firmly grounded in our mutual structure, where the focus is always on people. With a strong emphasis on quality, long-term thinking, and a supportive work environment, we continue to provide a positive experience – whether that’s for our people or our customers.

Join us on our journey 

This is a chance to be part of the creation of transformative solutions that will have a lasting impact on the general insurance business at NFU Mutual, our customers and their communities. Check out the latest Guidewire vacancies and join us on this exciting journey.