Head of Customer

3 weeks ago

Stirling, United Kingdom eFinancialCareers 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 clientsand 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; deliverresults 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.
**Head of Customer & Journey Improvement**:
The Head of Customer & Journey Improvement is pivotal to underpinning our overall customer improvement programme and is accountable for the effective delivery of large scale transformational, medium scale and smaller 'CI' customer improvement across and intothe service and operation across the Heritage business.
This role exists to provide one clear accountable owner for the design, development and delivery of all customer journey improvement activity. Ultimately responsible for ensuring that change initiatives land safely into the operation and are embedded fullyand adopted as the enduring journey/experience or process. The measurement of success is the realisation of improvements to the journey KPIs whether that be shorter journey times, reduction in effort, improvement in efficiency or reduced cost. Critically thisrole is pivotal to the delivery of improved outcomes for each of our customers.
The HO of Customer & Journey Improvement will support the Director of CX, in shaping, defining and building an effective improvement delivery capability and operating model. The role holder will have accountability for realisation of benefits against all improvementsdelivered into the customer, journey or processes.
**Key Responsibilities for this role**:

- Accountable for Customer and Journey improvement delivery across all Heritage customer journeys, operational processes and ongoing customer touchpoints. Accountable for ensuring these deliverables drive both customer and business benefit in relation tooperational cost through reduction in effort and improvement in efficiency, customer satisfaction scores and self-serve performance
- Accountable for the effective design and development of a portfolio of identified customer improvements initiatives across our Heritage customer journeys. Responsible for ensuring that the right detailed analysis is undertaken to ensure identification andresolution of root cause issues and customer pain points. Accountability for ensuring that this insight is utilised in order to define and develop the most effective solution whether that be through process, people, communications or tech interventions
- Accountability for establishing and leading cross functional teams in the delivery of these designed changes whether that be through incremental small scale operational changes, or wider scale process or journey redesigns
- Strong and effective leadership of respective project teams and operational representatives to ensure that the delivered changes are embedded into the business processes, infrastructure or journeys so that the expected benefits are realised
- Creation of business case evaluation for each improvement and then track the progress and realisation of benefits to ensure value is delivered and outcomes are improved
- Acts as a day-to-day escalation point to resolve prioritisation and delivery blockers which if not addressed would delay delivery or implementation and impact business results
- Communicate at executive level impactful and effective progress and benefit reporting which creates the right support for the changes prioritized and agreement to appropriate investment as required
- Ownership and development of Heritage's Continuous Improvement and Process Excellence methodology, leading the detailed design and approach for our 'Improvement' one best way. Working alongside senior leaders within M & G and across our outsourced partners,so strong capability is built amongst strong practitioners with the right skills and abilities and ultimately value creation is evidenced and optimized from this activity and investment
- Day to day influencing internal stakeholders and outsourced partners, i.e., Diligenta in the overall delivery of improvement and change activity to ensure the integrity of the journeys are maintained and that the solutions delivered are effective
- Embedding a customer-centric culture across the business. Accountability for ensuring all stakeholders across the business understand what putting 'customer at the heart of the business' means and are starting to embed this into the way they work

**Key Knowledge, Skills & Experience**:

- Expert knowledge of 'best in class' customer, process and continuous improvement methodology, customer transformation approaches involved in leading customer led transformation
- Expert knowledge of process excellence and re-engineering methodologies e.g., six sigma, systems thinking and processes/techniques within these e.g., value stream mapping, RCA etc.
- Expert knowledge of multi-channel and customer led transformation and change into a complex and regulated financial services or service environment
- Extensive experience and proven track record in the delivery of large-scale complex customer transformation and improvement programmes
- Extensive experience in Continuous and Process redesign/ improvement activity.
- Extensive experience in defining and delivering impressive and effective omni-channel process and journey improvement solutions
- Significant experience in the customer and continuous improvement across multi-product, complex process and operational environments
- Significant experience in delivering successful transformational change right through to smaller scale continuous improvement
- Expert ability to translate complex and multiple data sources into impactful and impressive conclusions and communicate these effectively. Ability to decipher the 'bigger 'picture and disseminating that into tangible outcomes
- Experience of leading a team, working with virtual teams and collaborating with external companies

Work Level: Manager / Expert
Recruiter Name: Amy Curtis
Location: Stirling or Reading
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 rep

  • Head of Admissions and Access

    6 days ago

    Stirling, United Kingdom University of Stirling Full time

    **Post Details** Full time Open ended Interviews are expected to take place on Tuesday 10 October 2023. There is an expectation that work will be undertaken in the UK. For the purposes of sponsorship, this is a role under SOC code 2317. **The Post** Admissions & Access sits within the Directorate for Communications, Marketing and Recruitment (CMR) and...

  • Head of Admissions Operations

    1 week ago

    Stirling, United Kingdom University of Stirling Full time

    **Post Details** Full time Open ended Interviews are expected to take place on Thursday 23 February 2023. There is an expectation that work will be undertaken in the UK. For the purposes of sponsorship, this is a role under SOC code 2317. **The Post** **Post** The Admissions and Access team, which sits within the Communications, Marketing and...

  • Head of International Student Recruitment

    6 days ago

    Stirling, United Kingdom University of Stirling Full time

    **Post Details** Full time Open ended Interviews are expected to take place on Wednesday 11 October 2023. There is an expectation that work will be undertaken in the UK with the requirement to participate in overseas travel as required For the purposes of sponsorship, this is a role under SOC code 2317. **The Post** Student Recruitment sits within the...

  • Head of Finance

    1 month ago

    Stirling, United Kingdom Bridge of Hope Full time

    Due to continued success and growth, a fantastic opportunity has arisen for a Project Manager to join a developing team to work in the pharmaceutical marketplace. This position will be varied, and offers an excellent opportunity for a self-motivated and target driven individual to join a progressive company and to develop an exciting career. **Duties**: -...

  • Head of Operational Change and It

    4 weeks ago

    Stirling, United Kingdom Sanderson Full time

    Head of Operational Change and IT **Salary**: £90K Location: Kildean (Flexible) **Who are Diligenta?** Diligenta's vision is to be acknowledged as the Best in-class Platform based Life and Pensions Administration Service provider. Customer service is at the heart of everything we do and our aim is to transform our clients' operations. A business that...

  • Hostel Assistant

    7 days ago

    Stirling, United Kingdom Hostelling Scotland Head Office Full time

    Job Reference: STIHA06424Position: Hostel AssistantLocation: Stirling Youth Hostel, (FK8 1EA)Contract: Fixed Term Contract, Start date 20/May/24 until 31/Oct/24Hours per week: 37.50 HoursSalary: £11.85 per hourAccommodation: Live in accommodation available (Note: a small weekly utility levy applies.)Do you enjoy outdoor activities and exploring your...

  • Hostel Assistant

    7 days ago

    Stirling, United Kingdom Hostelling Scotland Head Office Full time

    Job Reference: STIHACO06324Position: Hostel Assistant/CookLocation: Stirling Youth Hostel, (FK8 1EA)Contract: Fixed Term Contract, Start date 20/May/24 until 31/Oct/24Hours per week: 37.5 HoursSalary: £11.85 per hourAccommodation: Live in accommodation available (Note: a small weekly utility levy applies.)Do you enjoy outdoor activities and exploring your...

  • Admissions Officer

    4 weeks ago

    Stirling, United Kingdom University of Stirling Full time

    **Post Details** Full time. Open ended. Interviews are expected to take place on Thursday 02 March 2023. There is an expectation that work will be undertaken in the UK. This role is not eligible for sponsorship. Applicants require to have existing right to work in the UK. **The Post** The Admissions Officer will work within the Admissions and Access team...

  • Delivery Driver, Head Office, Throsk

    1 month ago

    Stirling, United Kingdom Right Medicine Pharmacy Ltd Full time

    **DELIVERY DRIVER - Predominantly based out of our Head Office in Throsk, Stirling.** **16 hours per week with on-going overtime.** **We are looking for a driver to join our delivery team! Your main duties will be to undertake deliveries from our central warehouse in Throsk, Stirling out to our pharmacies. Along with this, you will also provide holiday...

  • Sports Assistant

    1 month ago

    Stirling, United Kingdom University of Stirling Full time

    **Post Details** Part time (42%FTE) Open ended Interviews are expected to take place on Wednesday 17 April 2024 The University will pay a supplement per annum pro rata to spine point 10 with effect from 24 October 2023, to align with the Real Living Wage (RLW) which equates to £22,464 p.a. This RLW supplement will be reviewed annually to take account of...

  • Sports Receptionist

    6 days ago

    Stirling, United Kingdom University of Stirling Full time

    **Post Details** *2 Positions Available** Full time Open ended Interviews are expected to take place on Friday 22 September 2023. There is an expectation that work will be undertaken in the UK. This role is not eligible for sponsorship. Applicants require to have existing right to work in the UK. **The Post** The role of Sports Receptionist is to...

  • Sports Receptionist

    4 weeks ago

    Stirling, United Kingdom University of Stirling Full time

    **Post Details** Full time Open ended Interviews are expected to take place on Monday 04 March 2024 £22,214 p.a.** **pro rata.** The University will pay a supplement per annum pro rata to spine point 10 with effect from 24 October 2023, to align with the Real Living Wage (RLW) which equates to £22,464 p.a. This RLW supplement will be reviewed annually...

  • Campus Cleaning Services Assistant

    1 month ago

    Stirling, United Kingdom University of Stirling Full time

    **Post Details** Part time (38.88% FTE) Open ended £21,254 - £22,214 **p.a. pro-rata** The University will pay a supplement per annum pro rata to spine point 4, 5, 6, 7 and 8, with effect from 1st February 2023, to align with the Real Living Wage (RLW) which equates to £21,828 p.a. This RLW supplement will be reviewed annually to take account of future...

  • Learning and Teaching Coordinator

    1 month ago

    Stirling, United Kingdom University of Stirling Full time

    **Post Details** *2 Positions Available** Full time Open ended There is an expectation that work will be undertaken in the UK. This role is not eligible for sponsorship. Applicants require to have existing right to work in the UK. **The Post** As the Learning and Teaching Coordinator you will be responsible for delivering a range of activities relating...

  • Student Systems and Data Officer

    4 weeks ago

    Stirling, United Kingdom University of Stirling Full time

    **Post Details** Full time Open ended Interviews are expected to take place on Tuesday 20 February 2024. There is an expectation that work will be undertaken in the UK. This role is not eligible for sponsorship. Applicants require to have existing right to work in the UK. **The Post** The post of Student Systems and Data Officer is part of the Academic...

  • Administrative Assistant

    7 days ago

    Stirling, United Kingdom University of Stirling Full time

    **Post Details** Full time Open ended There is an expectation that work will be undertaken in the UK This role is not eligible for sponsorship. Applicants require to have existing right to work in the UK. **The Post** The successful applicant will work within the Faculty of Arts and Humanities with an expected start date of 01 March or by mutual...

  • Student Systems and Data Officer

    4 weeks ago

    Stirling, United Kingdom University of Stirling Full time

    **Post Details** Full time Open ended There is an expectation that work will be undertaken in the UK. This role is not eligible for sponsorship. Applicants require to have existing right to work in the UK. **The Post** The Student Systems and Data Officer - Curriculum post is part of Academic Registry and sits within the Student Systems and Data area of...

  • Student Administration Officer

    1 month ago

    Stirling, United Kingdom University of Stirling Full time

    **Post Details** Full time Open ended There is an expectation that work will be undertaken in the UK. This role is not eligible for sponsorship. Applicants require to have existing right to work in the UK. **The Post** You will be based within the Student Administration team as part of the wider Student and Faculty Operations grouping which brings...

  • Bar & Restaurant Team (with Transport From Stirling

    1 month ago

    Stirling, United Kingdom Karma Lake of Menteith Full time

    Karma Lake of Menteith, Port of Menteith is looking to add Bartenders & Waiters to it's existing strong Food and Beverage department, working across our Port Bar and Waterside Restaurant the team serve around 60-120 guests per day. *Transport can be provided from Stirling* **Duties**: - Greet customers and take their orders - Prepare and serve alcoholic...

  • Mental Health Mentor

    4 weeks ago

    Stirling, United Kingdom University of Stirling Full time

    **Post Details** Casual Engagement £15.81 p/h Interviews are expected to take place on Tuesday 16 January 2024 There is an expectation that work will be undertaken in the UK. This role is not eligible for sponsorship. Applicants require to have existing right to work in the UK. **The Post** The post holder will form part of the Mental Health, Wellbeing...