Communications Delivery Consultant

1 month 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.

Communications Delivery Consultant

At M&G plc we’re transforming our business. Our core purpose is to help people manage and grow their savings and investments, responsibly by putting customers at the heart of our business. Over the next three years we’ll be driving a step change improvement in the experiences and outcomes we deliver for our customers. By investing in operational capabilities, servicing effectiveness and a broader digital offering, our aim is to make it fundamentally easier for customers to do business with us.

Our Customer Experience & Journey Management team are responsible for making this vision a reality, so we’re looking for great people to help us achieve this. Specifically we’re interested to hear from driven individuals who have the desire to champion a customer centric ethos and bring a huge passion for delivering results through best in class customer experiences.

We can offer a stimulating and rewarding environment, working with like minded people and the opportunity to collectively make a positive difference to our business and customers.

About this role

As a Communications Delivery Consultant you’ll be passionate about customers and how communications can help deliver excellent customer experience and outcomes. You’ll be a fantastic team player who is obsessed with attention to detail with a high degree of accuracy. A creative, but with a logical approach to problem solving. Flexible and fast learning with the ability to exercise excellent judgement and prioritise when faced with multiple options. We expect you to follow through with some brave decisions.

You’ll be responsible for delivering change to our existing customers and advisers communications experience. Through an in-depth understanding of the needs of the business and regulatory plans, the financial services industry and competitors. Accountable for delivering different types of communication change throughout our customers end to end journeys.

You’ll have the opportunity to work with stakeholders across the entire business, to deliver the programme of change and expected improvements.

We want you to challenge the way we do things and deliver results.

Key Responsibilities for this role:

- Responsible for the delivery of effective communications to meet the business objectives or targets set
- Responsible for the delivery of new communications and changes to our existing suite of communications, driven by customer experience change, propositional change or improvement focussed change
- Responsible for the delivery of our digital adoption initiatives, working from the Digital Adoption strategy, including customer campaigns, digitising communications and incorporating promotion of digital adoption messaging across relevant communications
- Create and deliver targeted, one-off customer communications supporting ongoing product and proposition changes, including pricing and fund related changes
- Responsible for defining success measures and the management and reporting on change activity you are leading on
- Responsible for managing risk, controls and costs associated with your change activity

Key Knowledge, Skills & Experience:

- Expert knowledge of and experience in Customer Journey and Operational Communications design. What drives customer behaviour and how great communications impact customer comprehension and experience
- Knowledge of the Financial Services industry and how restrictions and guidelines are applied to communications
- Knowledge of target customers - their needs, behaviours, instincts and experiential requirements
- Knowledge of operational communications and the impact these have in service environment as well as the restrictions and guidelines applied in regulated financial services industries
- Management of business projects, including experience led change and product developments within a rapidly changing environment
- Significant experience of managing and influencing a range of senior stakeholders and business leaders with competing interests / knowledge
- Strong experience of being able to utilise customer and business feedback to identify a clear set of priorities across communications and turn them into tangible improvements
- Experienced in developing and deliverin

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