Customer Experience Manager
6 days ago
About the Role
We are seeking a highly skilled professional to join our team at M&G plc as a Communications Delivery Consultant. In this role, you will play a critical part in driving our digital transformation and customer experience initiatives.
Key Responsibilities
- Collaborate with colleagues to maintain and enhance controls, ensuring the overall control environment, customer outcomes, and operational risk reduction.
- Create and deliver customer communications in support of regulatory and legislative changes, breaches, and remediation activities.
- Develop targeted, one-off customer communications for product and proposition changes, including pricing and fund-related updates.
- Drive digital adoption through customer campaigns, digitizing communications, and promoting digital adoption across relevant communications.
- Deliver business targets and customer outcomes, designing new digitally enabled communications as part of our Digital Transformation roadmap.
- Develop proactive digital adoption messages to increase online registration, self-service activities, and reduce call and paper costs.
- Support the development of an enduring suite of templated communications, guiding consistent, compelling, and effective customer communications.
- Ensure all stakeholders understand the importance of putting 'customer at the heart of the business' and its contribution to customer KPIs.
About M&G plc
We have a diverse workforce and an inclusive culture, underpinned by our policies and employee-led networks. We welcome exceptional people from diverse backgrounds and offer opportunities for career growth and development.
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