Communications Delivery Consultant

4 weeks ago

Stirling, 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.
- To work collaboratively with colleagues and take personal accountability to maintain and enhance controls you are responsible for to support improvement of the overall control environment, customers outcomes and a reduction in M&G plc's operational risk.
- Create and deliver customer communication in support of any ongoing regulatory and legislative change, as well as all breach and remediation activities.
- Create and deliver targeted, one-off customer communications supporting ongoing product and proposition changes, including pricing and fund related changes.
- Drive digital adoption - through customer campaigns, digitising communications and incorporating promotion of digital adoption across relevant communications
- Ultimately to deliver business targets and to our Customer Outcomes.
- Responsible for designing new digitally enabled communications as we develop and deliver the Digital Transformation and roadmap
- Responsible for delivering proactive digital adoption messages through our communications in order to drive increased online registration, self-service activities which in turn will result in call and paper cost reduction.
- To support the development of an enduring suite of templated communications which will be used to guide consistent, compelling and effective customer communications:

- A consistent set of messages to better educate and inform our customers of the benefit of dealing with us digitally
- Effective communications so that customers can quickly and easily navigate their way to the key information and undertake the correct action.
- Emotionally effective communications so we use these opportunities to build a strong ongoing relationship with customers, which ultimately increases satisfaction.
- A measurement and evaluation structure so performance and success of all communications can be tracked
- Responsible for ensuring all stakeholders across the business understand what putting ‘customer at the heart of the business’ means and evidencing its contribution towards customer KPI’s.

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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