Digital User Experience Manager

NFU Mutual; Stratford-upon-Avon; Hybrid; GBP 63,000 - 77,000; Full time

Benefits offered by this job

Salary up to £70k

Annual bonus up to 25%

Pension scheme 20%

28 days annual leave

Family friendly policy

Private medical insurance

Gym membership stipend

Employee discounts

Job summary

NFU Mutual is seeking a Digital User Experience Manager to lead our digital UX strategy and roadmap, spanning website, online accounts, self-service journeys and digital communications. You will own the design system, accessibility governance and how we measure and optimise the digital customer experience.

You'll collaborate with Customer Experience, Marketing, Distribution and Technology to connect journeys across channels, manage suppliers and budgets, and grow in-house UX capability.

Qualifications

• Proven experience leading digital user experience strategy and optimisation in complex environments.
• Expert knowledge of user-centred design principles and digital best practice.
• Strong ability to translate customer needs and business priorities into intuitive experiences.
• Experience designing web and mobile journeys and producing journey maps, IA, wireframes and prototypes.

Responsibilities

• Lead and shape NFU Mutual's digital user experience strategy and roadmap.
• Own and govern the digital design system and accessibility governance.
• Measure and optimise the digital customer experience using analytics and user testing.
• Lead vendor management and develop in-house UX capability within the Digital team.

Skills

Digital leadership

User experience strategy

Figma expert

Design systems

Web/mobile journeys

Tools

Figma

Job description

Digital User Experience Manager

Lead NFU Mutual’s digital user experience strategy and shape experiences across a growing digital estate. Influence digital strategy and investment while leading specialist user experience capability. Hybrid 80% homeworking and 20% from Tiddington Head Office, just outside Stratford Upon Avon.

About the role

As Digital User Experience Manager at NFU Mutual, you’ll lead and shape our digital user experience strategy, turning customer needs, business priorities and technology opportunities into intuitive, accessible and consistent experiences. Your remit spans our website, online account, self service and transactional journeys, digital communications and future digital capabilities. This is a digital experience leadership role within our Digital team. You’ll set the digital experience vision and roadmap, own the digital design system and accessibility governance, and lead how we measure and optimise the digital customer experience. You’ll use customer insight, feedback, analytics, experimentation and user testing to improve experiences and support evidence based decisions. You’ll work closely with colleagues across Customer Experience, Marketing, Distribution and Technology to connect digital journeys with the personal service customers receive through other channels. You’ll also lead and develop specialist user experience capability, manage suppliers and budgets, and help NFU Mutual build sustainable in house expertise as our digital ambitions continue to grow. This is a full time role based at our Tiddington Head Office, just outside Stratford Upon Avon, with 80% homeworking.

About you

You’re an innovative digital leader with strong customer focus and the ability to bring people with you through change. You build effective stakeholder relationships, influence senior colleagues and turn complex priorities into clear direction, while keeping customer outcomes at the heart of decisions. To join our team, you’ll also bring

• Proven experience leading digital user experience strategy, design and optimisation in complex, regulated environments


• Expert knowledge of user centred design principles, methodologies and digital best practice


• Expert Figma capability, including creating and managing enterprise design systems, component libraries and prototypes


• Experience designing web and mobile journeys and producing journey maps, information architecture, wireframes and interactive prototypes


• Experience using customer feedback, behavioural analytics, usability testing and research to monitor and improve self service, assisted and adviser led digital journeys

At NFU Mutual, we support an inclusive workplace and value all the differences that make us unique. We celebrate the creativity and innovation that comes from diverse perspectives and experiences and share a common vision of doing the right thing for our customers and employees. We recognise that some candidates may experience barriers during the recruitment process. So, we encourage candidates to discuss any adjustments or accommodations they need to be the best they can be throughout our recruitment process. We're proud to be a Disability Confident Employer, a Race at Work and Women in Finance Charter signatory and welcome applications from people of all backgrounds, regardless of age, ethnicity, disability, neurodiversity, gender, religion, marital status, sexual orientation, or socioeconomic background.

Benefits and Rewards

When you join our team,you can expecta supportive cultureandanattractive range ofrewards and benefitsincluding:

• Salary – up to £70,000 depending on experience


• Annual bonus (up to 25% of salary)


• Contributory pension scheme, up to 20%, including your 8% contribution


• 28 days annual leave + bank holidays + buy/sell/save holiday trading scheme


• A Family Friendly policy that helps you balance your work and family responsibilities


• Private medical insurance + options to add family members


• Access to savings at High Street brands, travel and supermarkets


• £20 contribution to a monthly gym membership – subject to T&Cs


• Health and wellbeing plan- cashback for dentist, opticians, physio and more


• Employee Volunteering - volunteerin the community for one day each year


• Mentoring opportunities to help you grow your career


• Unlimited access to Refer a Friend £500 bonus scheme


• Life Assurance coverof 4 x salary


• Employee discounts of 15% on a range of NFU Mutual insurance policies.


• Salary sacrifice employee car scheme - subject to eligibility

Working at NFU Mutual

We’re one of the UK’s leading general insurance and financial services organisations, and for over 110 years we’ve put our customers at the heart of everything we do. Our people are just as important to us, so we’re proud to be recognised as “a great place to work”. Our Gallup Exceptional Workplace 2026 award was not only awarded with Distinction, but it also marked us as the first UK based company to earn a Gallup Exceptional Workplace award for eleven consecutive years. We’ve also been consistently recognised by Glassdoor. We appeared in the Glassdoor Best Places to Work UK list in 2023, 2024 and 2026 — and in 2026, we were the highest ranked insurance business in the UK, highlighting our strong employee experience and the positive feedback our people share on the platform. Additionally, we were named in the LinkedIn Top Companies 2026 list of “Best midsize employers to grow your career in the UK”, and we’ve been certified as a UK Top Employer by the Top Employers Institute in 2023, 2024, 2025 and 2026. We offer a supportive and empowering culture where people are inspired to perform, given opportunities to grow, and recognised and rewarded for 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’re successful now and in the future.