Making sure we meet the ever-changing needs of our customers
In many ways, we’re the voice of the customer. Working from our Stratford-upon-Avon Head office, our talented people develop, enhance and manage product propositions to ensure that we’re effectively identifying and meeting the needs of our target customers - and, in turn, that we’re helping NFU Mutual to deliver sustainable, profitable growth.
We’re continuously reviewing, developing and enhancing our propositions to make sure they’re meeting the ever-changing needs of our customers. Collaboration across the business is key that’s why we contact more than 2,500 farming customers each year to understand what else we could be doing to meet their needs.
Our key teams
We develop Farming, BI/Commercial, General Insurance and Financial Services propositions in line with the requirements of our customers, ensuring that we adhere to all the relevant regulatory requirements. This could be reviewing and updating our propositions for farming and SME business customers, or investigating third-party products, such as Cyber and Management Liability. We work with a range of other NFU Mutual business areas to maintain a rolling timetable of product reviews, as well as responding quickly to the challenges posed to us in our external environment.
Customer Experience Management
For us, the customer experience is everything. We work with stakeholders from across the business to ensure NFU Mutual continues to develop and deliver an excellent customer experience across all stages of their journey with us. We run fast-paced, highly collaborative sprints, where a cross-functional team come together to rapidly design, test and iterate the target experience for a particular customer segment or product. We then work with projects, programmes and BAU teams to effectively deliver the experiences.
What you could be working on
The work we do in Product Propositions is wide-ranging and varied, but we thought we’d share a few things that we’re focussing on at the moment.
Reviewing and updating our proposition for all of our customers segments.
Carrying out comprehensive reviews of our propositions for SME business customers.
Identifying and delivering improvements across the personal insurance range.
Reviewing the products we offer our target customers to ensure they provide good and fair outcomes.
Meet some of the team
Zoe Knight, Commercial Propositions Manager
I was attracted to NFU Mutual because the whole ethos of being a mutual really appeals to me. It’s great to work for a business that puts its members at the heart of everything they do. It is also great to work for an organisation that prides itself on engaging its staff.
In our divisional group, we specifically look at improving the well-being of our team through support initiatives throughout the year. This can be as small as a thank you coffee or a break from hard work with a celebratory picnic. Taking the time to recognise the team really adds to the feel-good factor.
Charlie Yorke, Propositions Consultant - Farming
Coming from a farming family, I was aware of the support NFU Mutual offers its customers. Since I joined, it’s always supported me too, with personal and professional development opportunities. Working here has enabled me to shape my career. I’ve been able to learn, develop and grow into new areas.
As well as financial support for professional qualifications, the company’s given me opportunities to train in areas that interest me. For example in 2018, I wanted to develop my public speaking further. After attending a course and receiving professional media training, I’ve gone from presenting in meetings to talking to reporters on TV as a company spokesperson on rural affairs.
Warren Poyner, Propositions Analyst
It’s the work, home life balance and the support from management and colleagues that I appreciate most about working here. It’s refreshing to know that I can talk to my manager about work or personal concerns and help and advice is available where possible.
This was apparent in-regards to my family and more so my adopted son who has ADHD, severe learning delays, attachment disorder and an eating disorder. He requires regular medical appointments and NFUM has been really understanding and supportive by allowing me to continue taking my son to his appointments and to support him in making sure he gets what he needs at school.
NFU Mutual stories
Making sure the price is right
Here are just some of the vacancies that we currently have in Product Proposition. Simply, click on the job title to find out more.
You can see all the jobs we have available by clicking the ‘See all jobs’ button. But don’t forget, if you can’t find your perfect job right now, you can 'Register for job alerts' or ‘Make a speculative application’. That way, we’ll get in touch when a relevant job does come up.
If you have any questions about the opportunities that we have available, or if there's anything else you'd like to know before you apply (or indeed during the application process), please don't hesitate to get in touch.
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