Service Designer / Business Analyst

NFU Mutual

3mo ago

Job
Full-time
Mid & Senior Level
Customer Relations
Product
United Kingdom
Remote

AI generated summary

You need experience in service design or business analysis, strong analytical skills, process mapping, project management, and excellent communication for stakeholder management.
You will analyze business processes to identify improvements, manage service design projects, engage stakeholders, and translate requirements into actionable service designs.

Requirements

We are seeking a professional with strong experience as a Service Design and / or Business Analyst on customer focused organisational change with a particular focus on designing processes which impact on the customer’s journey.
You will have an excellent understanding of customer service operations within a business context and will have prior experience with championing people-cantered processes.
You will be data literate with strong analytical skills and experience of process mapping.
As someone with a passion for driving improvements and introducing new ways of working, you will be confident with project management and delivery utilising the agile methodology.
As stakeholder management will form key part of the role, we will look for you to be able to evidence superb communication skills, the ability to forge and maintain effective working relationships and the ability to influence decisions across all levels.
A proactive and can-do attitude together with excellent time management and prioritisation skills will also be essential for the role as well as the ability to work effectively within a team.
Ability to work well under pressure and adhere to tight deadlines
Ability to drive activities from ideas in order to design efficient solutions
Ability to problem solve in an analytical and methodical way.

Responsibilities

Join us here at NFU Mutual as part of our most extensive change programme to deliver refreshed products and services for our customers.
We are now seeking a Service Design / Business Analyst 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.
The role will entail conducting thorough analysis of business processes, systems and data to identify opportunities for improvements, as well as driving the analysis of potential options and leading on discussions with key stakeholders to align on a preferred solution.
You will perform and maintain current and future business areas capability and value chain maps for improvement identification and tracking.
As a key member of the programme, you will also be translating business area requirements into service design maps and ensuring the service design models are fit for purpose.
As an effective communicator, you will engage with 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 change programme and wider organisation.

FAQs

What is the job title for this position?

The job title is Service Designer / Business Analyst.

What kind of business transformation is this role a part of?

This role is part of NFU Mutual's largest scale transformation programme to deliver refreshed products and services for customers.

How much of the work can be done from home?

You can work up to 80% of your time from home.

Is part-time work an option for this role?

Yes, we will consider part-time hours to allow for a suitable work/life balance.

What are the main responsibilities of this position?

The main responsibilities include planning and managing the roadmap for Service Design projects, conducting analysis of business processes, and translating business area requirements into service design maps.

What skills are required for this role?

Required skills include strong experience in Service Design or Business Analysis, excellent analytical skills, process mapping, project management, and superb communication skills.

What kind of company culture does NFU Mutual promote?

NFU Mutual promotes a supportive culture that celebrates diversity, encourages creativity, and is focused on doing the right thing for customers and employees.

Are there any specific benefits offered for employees?

Yes, employees can expect benefits such as a salary range of £42,000 to £50,000, annual bonuses, a contributory pension scheme, and additional health and well-being plans.

Who manages this vacancy?

The vacancy is managed by Antoniya Teneva.

Where is the office located?

The office is located at Tiddington Road, Stratford-upon-Avon, Warwickshire, CV37 7BJ.

NFU Mutual

For more than a century,  we have provided quality insurance to customers, their families, and their businesses

Finance

Industry

1001-5000

Employees

1910

Founded Year

Mission & Purpose

At NFU Mutual, we do things differently. We take the time to understand the needs of our customers, offering personal face-to-face service through more than 295 Agency offices nationwide. And, because we’re a mutual, the people that matter to us most are our customers. When we started in 1910, our aim was to encourage farmers around Stratford-upon-Avon into the newly established farming union through cost price insurance. Before long, the business expanded beyond it's Midlands home, establishing branches across the United Kingdom. As farming diversified, so did we. Growing beyond agricultural insurance we used our life assurance, investments and pensions expertise to provide individuals and businesses with our renowned customer service. Today, our people continue to build relationships with their local communities, taking the time to understand their individual needs so that we can offer the insurance cover appropriate to them.

Benefits

Between 25 and 28 days' holiday
Contributory pension scheme
Life assurance cover of four times salary
Company performance related annual bonus
Private medical insurance
Company car (for certain roles)

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