Head of Journey Management

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.

Head of Journey Management

The Head of Journey Management is pivotal to underpinning our overall strategic and is accountable for delivering our journey performance across the Heritage business.

This role exists to provide one clear owner of all journey performance and the improvement programmes that underpin this so ultimately delivering consistently great outcomes for each of our customers.

The HO of Journey Management will support the Director of CX, in shaping and defining the overall CX strategy. The role holder will have accountability for customer journey performance and all journey related KPIs through operational, customer and risk lenses.

Key Responsibilities for this role:

- Accountable for Heritage end to end ongoing customer journey performance and targets in relation to operational cost, customer satisfaction scores, self-serve performance and proactively managing the customer journey risk framework
- Accountable for identification and prioritisation of Journey Improvements and initiatives in order to achieve Journey KPIs; operational cost reduction, customer satisfaction scores, self-serve targets and digital KPIs
- Accountability for all ‘in life’ customer journeys across all products within the Heritage business
- Develop the to be state vision for each journey so the business has a clear articulation of the desired experience our customers require and expect
- Responsible for decision making in relation to identifying, prioritising and proving the value of both strategic and tactical customer journey initiatives and utilising intra and outside function support to mobilise cross functional teams that deliver these live into the business
- To quantify costs and benefits of business cases for specific Customer Journey initiatives and facilitate the approval and sign off of investment funds via Senior Management /governance structure
- Accountable for the performance of our journey digitisation programme and the achievement of self-serve performance leading to reduction in calls and paper across the Heritage business
- Accountable for management of journey reporting, setting appropriate journey performance targets and influencing key stakeholders to support delivery of these
- Communicate at executive level to create a deep understanding of the customer journey, create consensus for change and obtain support for improvement priorities
- Ownership and development of a M&G customer journey management methodology, leading the detailed mapping of all ‘as is’ current and ‘to be’ future state journeys, establishing clarity over key performance KPIs, pain points, areas of failure, customer communication gaps and from this articulate an effective performance management summary with prioritised improvement opportunities
- Influencing internal stakeholders and outsourced partners, i.e., Diligenta in the overall prioritisation of improvement and change activity to ensure the overall integrity of the journeys are maintained and that performance is improved over time
- Develop an enterprise-wide framework for Journey Management that drives a consistent and effective customer service outcome no matter which part of the business our customers interacts with
- Build and establish a credible Customer Journey Management capability and accountability that demonstrate true value for the business and expertise which inspire others to develop in this field
- 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 journey management methodology, customer transformation approaches and regulatory obligations involved in leading customer led transformation
- Expert knowledge of multi-channel distribution and customer led transformation into a complex and regulated financial services or service environment
- Expert knowledge of customer and journey improvement programme construction and business case development
- Extensive experience in defining and delivering effective omni-channel experience & journey improvement programmes