Customer Outcome
4 months ago
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.
We have an exciting opportunity for a Customer Outcome and Strategy Reporting Executive. As part of the Customer Experience and Journey Management team within the M&G Heritage business this role will be key to understanding the delivery of good outcomes for our customers by creating customer experience and customer strategy reporting and ensure this is brought into the correct senior stakeholder forums at all levels of the business up to and including PLC board. The job holder will need to be able to effectively understand multiple sources of data, analyse these and bring this into this effective reporting allowing key insights to be created and shared with stakeholders. The individual will work closely with the Customer Outcome, Strategy and Governance Manager to help present findings, manage stakeholders to ensure information is provided and any action are completed. The role holder will support the team to present clear and well-articulated customer experience insight and intelligence that will be shared at a senior level and acted upon through ongoing improvements to customer journeys, experiences and propositions.
As new and enhanced customer experiences are implemented through the change agenda, the job holder will be responsible for bringing these into the established infrastructure to support the evolution of Customer Experience as M&G seeks to deliver the right outcomes for its customers.
Key Responsibilities for this role:
- Design impactful reporting based on multiple data sources- Report and analyse key KPI metrics from all areas of the business to ensure customers to help build executive narrative- Assist with the oversight of the insight and metric infrastructure to ensure all customer outcome data is available and accurate- Work closely with the Governance Manager to ensure all reporting requirements are delivered in alignment with Governance Calendar- Undertake analysis and deep dives utilising the data and working with teams around the business to deliver increased understanding- Work with the Customer Experience and Journey Management team and the wider business to incorporate any customer insight into the reporting
Key Knowledge, Skills & Experience:
- Experience creating impactful reporting design- Delivering reporting to senior of the team to create narrative and influence the business- Experience with utilising multiple data sources to create a combined understanding- Experience working in customer experience within the Financial Industry is preferred- Knowledge / working experience of data investigation and reporting including using tools such as Power BI and Qualtrics.- Data analysis including requirements, data investigation, data mapping and validation.- Good communication and stakeholder management skills- Experience of driving initiatives forward and successfully delivering against demanding targets within a rapidly changing environment.
Location: Reading or Kildean
Recruiter: Emily Isaacs
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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