Cx Strategy

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.
**CX Strategy & Oversight**:
**Key Responsibilities for this role**:

- Define our Customer Experience Strategy to articulate our vision and the strategic direction for M&G's service & experience
- Identify & prioritise the improvements & solutions needed to deliver the Customer Experience Strategy & associated KPIs and drive delivery of these improvements across M&G
- Develop the key measures of success (KPI's & targets) for the customer experience strategy and manage ongoing measurement in order to track delivery and ensure realisation of benefits
- Coordinate regular senior reporting & attend governance forums to ensure senior leaders are updated and engaged with delivery and progress of the Customer Experience Strategy
- Influence and inspire a range of stakeholders (including executive boards, internal committees & outsource partners) to ensure buy-in & delivery of strategy & customer experience activities
- Oversee the creation and management of design blueprints & journey maps to help us understand the customer experience, areas of improvement and to guide all activity
- Champion the needs of our customers and advisers, using insight and data to influence & challenge stakeholders across the organisation & ensure all change has our customer at the heart of it

**Key Knowledge, Skills & Experience**:

- Define our Customer Experience Strategy to articulate our vision and the strategic direction for M&G's service & experience
- Identify & prioritise the improvements & solutions needed to deliver the Customer Experience Strategy & associated KPIs and drive delivery of these improvements across M&G
- Develop the key measures of success (KPI's & targets) for the customer experience strategy and manage ongoing measurement in order to track delivery and ensure realisation of benefits
- Coordinate regular senior reporting & attend governance forums to ensure senior leaders are updated and engaged with delivery and progress of the Customer Experience Strategy
- Influence and inspire a range of stakeholders (including executive boards, internal committees & outsource partners) to ensure buy-in & delivery of strategy & customer experience activities
- Oversee the creation and management of design blueprints & journey maps to help us understand the customer experience, areas of improvement and to guide all activity
- Champion the needs of our customers and advisers, using insight and data to influence & challenge stakeholders across the organisation & ensure all change has our customer at the heart of it

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 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.