Customer Experience Manager

3 weeks ago

London, Greater London, United Kingdom M&G plc Full time

At M&G our purpose is to help people manage and grow their savings and investments, responsibly. As a business, we are continuing to take steps towards a sustainable future, delivering better long-term solutions for our customers and clients and identifying new opportunities to make a positive impact for our environment and communities. To help us achieve our vision we're looking for exceptional people who live our values of care and integrity and who can inspire others; embrace change; deliver results and keep it simple.

We will consider flexible working arrangements for any of our roles and also offer work place accommodations to ensure you have what you need to effectively deliver in your role.

Customer Experience Manager

The Customer Experience Manager is a pivotal role to help M&G in its quest to become more customer focused by identifying and championing the initiatives that will deliver better outcomes for our customers.

By working with a variety of stakeholders with the M&G Wealth business, you will be uniquely placed to identify the pain points that exist for our customers and become a driver of change that delivers improvements for customers, and in doing so help build the customer relationship that M&G Wealth is striving for.

This role will form part of the Customer Experience team where we immerse ourselves in customer data, insight and behaviours to design better experiences for our customers - and in doing so collaborate with all parts of the business to deliver against these. We walk in our customers shoes every day to turn customer needs into reality. Collaboration, teamwork and problem solving are all in a days work.

Key Responsibilities for this role:

  • Work closely with the customer experience team and internal stakeholders to articulate how the brand translates into experience proof points, tone of voice and improvement actions to deliver against it
  • Responsible for a series of intervention including experience and journey design, insights into action, translation of insights and VoC into operational priorities to be agreed and managed with business owners
  • Work with the Insights and Clients intelligence team to understand the single customer truth behind the data, identify root cause and translate customer insight into actionable insights
  • Be the lead point of contact for the operational area to manage the customer experience agenda and relevant improvement actions
  • Create a framework of data inputs ranging from Voice of the Customer to complaints to front line feedback amongst others to establish a picture of customer improvements required across the M&G Wealth business within journeys
  • Identify key operations stakeholders to work with to collate this data and deep dive into the customer issues and associated root causes in order to translate improvements required into a better customer outcomes
  • Represent the customer agenda at key meetings to understand operational priorities, establish the customer pain points and create profile and context for the customer improvement priorities within the wider business agenda
  • Work with journey owners to design experience and agree interventions to deliver the target state
  • Work with value streams transformational teams and continuous improvements areas to ensure customer is at the heart of design and the business delivers solutions that meet customer needs and improve their outcomes
  • Work with Management leads to build the profile of customer needs within the business and translate this into cultural change to support the prioritisation of customer within delivery
  • Bring together a list of improvements required and work with the Customer Strategy and Improvements team to reconcile these against customer outcomes reporting and governance to maintain the profile and position of these requirements and manage the position of these as they are delivered via BAU
  • Supporting customer-centricity by identifying a range of specific interventions as well as supporting stakeholders across the business so they are better equipped to understand practically what putting 'customer at the heart of the business' means in their day-to-day roles

Key Knowledge, Skills & Experience:

  • Understanding of customer journeys and how these are managed via data and prioritisation
  • Passion for customer first thinking
  • Empathy with customer needs, pain points and the complexity of financial services for our customers
  • Assertiveness and strong communication skills
  • Collaborative mindset to work with stakeholders around problem solving
  • Financial Services knowledge, especially around UK Retail markets

Work Level: Manager / Expert

Recruiter: Amy Curtis

Location: Edinburgh (hybrid / flexible working)

Closing Date: 07/04/2023

We have a diverse workforce and an inclusive culture at M&G plc, underpinned by our policies and our employee-led networks who provide networking opportunities, advice and support for the diverse communities our colleagues represent. Regardless of gender, ethnicity, age, sexual orientation, nationality or disability we are looking to attract, promote and retain exceptional people. We also welcome those who take part in military service and those returning from career breaks.

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