Senior Customer Communication Document Specialist Stratford-upon-Avon

NFU Mutual Group; Metropolitan Borough of Solihull; Hybrid; GBP 46,000 - 55,000; Full time

Job summary

A leading financial services provider in the UK is seeking a Senior Customer Communication Document Specialist for a 12-month fixed-term contract. This role involves coordinating customer documentation for a major transformation program, utilizing strong stakeholder management and copywriting skills. The job offers hybrid working arrangements and a competitive salary of up to £55,000 plus benefits, including a 17.5% annual bonus. Candidates should have significant experience in financial services and a focus on customer needs.

Benefits

Annual bonus (up to 17.5% of salary)

Contributory pension scheme

25 days annual leave plus bank holidays

Family Friendly policy

Access to savings at High Street brands

Health and wellbeing plan

Employee Volunteering opportunities

Life Assurance cover of 4 x salary

Employee discounts on insurance policies

Salary sacrifice employee car scheme

Qualifications

• Significant experience in transactional customer documentation in a Financial Services setting.
• Skilled in mobilising cross-functional teams.
• Ability to work in agile environments.

Responsibilities

• Coordinate the requirements and approval of transactional customer documentation.
• Collaborate with stakeholders to deliver new documents throughout the customer journey.
• Test document output against technical specifications.

Skills

Strong senior stakeholder management

Experience in end-to-end documentation approval

Knowledge of insurance sector

Agile project management

Technical knowledge of customer documentation

Strategic thinking

Customer focus

Education

Relevant technical or professional qualification (e.g. ACII, ILM)

Job description

# Senior Customer Communication Document SpecialistRegion: MidlandsLocation: Stratford-upon-AvonContract type: Fixed Term ContractReference number: CSDI04220Working pattern: Full-time (Part-time hours considered)Salary: up to £55,000 + 17.5% annual bonus + benefits package## Senior Customer Communication Document Specialist* Shape the future of customer documentation for a major transformation programme, further developing your career at one of the UK’s leading Financial Services providers in a **12-month fixed-term-contract** * Utilise your experience working in Insurance / Financial Services and your excellent copywriting skills, driving the strategy for, and then ensuring smooth creation of, suitable customer documentation and communication * Hybrid working on offer: spend 20% of your week at our head office in Stratford-upon-Avon office and then up to 80% working from home!## About the roleAs a **Senior Customer Communication Document Specialist,**you’ll play a pivotal role in a major change programme, co-ordinating the requirements, delivery, changes, and approval of all systems-produced transactional customer documentation. This will include working alongside project and business leaders to deliver a new approach to documentation that supports NFU Mutual’s ambitious plans. You’ll collaborate with stakeholders across the programme to deliver new on- and offline documents throughout the General Insurance customer journey—including quotations, new business, mid-term adjustments, and renewals. Working in an agile environment, you’ll test document output against technical specifications, manage changes, and oversee the approval process to achieve stakeholder sign-off within strict timelines. You’ll also support the transition of documentation processes from project to business-as-usual, contribute to design and tone-of-voice guidelines, and ensure all outputs meet regulatory and accessibility requirements. This role offers the opportunity to influence documentation strategy, work with internal and external partners, and champion best practice across print and digital channels.## About youWith significant experience undertaking a senior role focused on transactional customer documentation and systems-generated communications in a Financial Services / Insurance setting, you’ll be skilled in mobilising cross-functional teams, and influencing key decision makers, to deliver impactful change. You bring: * Strong senior stakeholder management and relationship-building skills * Experience managing end to end documentation approval processes including the evaluation / feedback stage * Knowledge of working in the insurance sector (personal and/or commercial lines) or a similar Financial Services environment * Ability to work in agile environments and manage projects or change initiatives * Technical knowledge of customer documentation and copywriting * Strategic thinking, matched with excellent prioritisation and project management skills * A real customer focus and a drive for continuous improvement * A relevant technical or professional qualification (e.g. ACII, ILM) is desirable, as is experience in print design/production, financial promotions, and FCA regulatory requirements. Experience working with external agencies and leading change management initiatives will also be beneficial. *FYI – this role will internally be known as: **Senior Subject Matter Expert (Bridge)*** *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* Salary up to £55,000 * Annual bonus (up to 17.5% of salary) * Contributory pension scheme, up to 20%, including your 8% contribution * 25 days annual leave + bank holidays + buy/sell/save holiday trading scheme * A Family Friendly policy that helps you balance your work and family responsibilities * 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 * Access to voluntary benefits, including health assessments, private medical insurance and dental insurance * Employee Volunteering - volunteerin the community for one day each year * 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 MutualWe’reone of the UK’s leading general insurance and financial services companies. For over 110 yearswe’veput our customers at the heart of everything we do.Ourpeopleare just as important to us. Wepride ourselves on being “a great place to work” and our Gallup Exceptional Workplace 2025 award was not only awarded with Distinction but also named us as the first UK-based company to receive a Gallup Exceptional Workplace for ten years in a row. We are also the only Insurer to feature in the LinkedIn Top 15 Companies 2025 list of ‘Best midsize employers to grow your career in the UK’, the Glassdoor Best Places to Work UK List 2023 and 2024, and were recognised as a certified UK Top Employer by the Top Employers Institute in 2023, 2024 and 2025. 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.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.