Customer Journey Lead

At M&G our purpose is to give everyone real confidence to put their money to work. As an international savings and investments business with roots stretching back more than 170 years, we offer a range of financial products and services through Asset Management, Life and Wealth. All three operating segments work together to deliver attractive financial outcomes for our clients, and superior shareholder returns.

Through our behaviours of telling it like it is, owning it now, and moving it forward together with care and integrity; we are creating an exceptional place to work for exceptional talent.

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.

The Role: Customer Journey Lead - Longstanding Customers

The Customer Journey Lead is responsible for the ongoing customer experience of our Long standing through reviewing and improving the customer journeys in relation to our longstanding Life products within our business. The role will report to the Customer Journey Owner, working with the wider Customer Experience team and extended key stakeholders including Propositions, Communications and Change. The Customer Journey Lead will ensure the continued delivery of customer outcomes obligations whilst maximising the customer experience over the duration of the product.

Key responsibilities for this role:

- Accountable for the end-to-end customer journey performance and any targets in relation to customer satisfaction scores, self-serve performance (where applicable) and proactively managing the customer journey risk framework.
- Support and input to the development and then utilization of 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, consumer duty/identified customer outcomes deliverables, customer communication gaps etc and from this articulate an effective performance management and improvement opportunity summary_._
- Define the vision for the respective long standing product journeys including development of the ‘to be’ state for each journey so the business has a clear articulation of the desired experience our customers require and expect.
- Proactively use actionable insights, conduct and enlist analytical support to identify areas of opportunity to improve the experience over and above the removal of dissatisfaction.
- Be the CX lead, support and input to ad hoc or bespoke insight activity which relate to our long standing Life products
- Accountable for delivery of Customer Support outcome reporting for longstanding products. This will include Consumer Duty reporting across M&G
- 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.
- Support the identification of both tactical and strategic improvement initiatives underpinned by customer insight
- Quantify costs and benefits of business cases for specific Customer Journey initiatives and facilitate the approval and sign off of investment via Senior Management /governance structure with support from Customer Journey Owners.

Key Skills & Competencies:

- Customer centric mindset - a genuine passion for putting the customer at the heart of decision making and delivering high-quality customer outcomes.
- Product Knowledge - Excellent knowledge of M&G’s portfolio of products serving longstanding customers
- Knowledge of customer journey management methodology and regulatory obligations involved in leading customer led experience improvement and change.
- Understanding of Consumer Duty and our obligations around delivery of customer outcomes
- Knowledge of customer and journey improvement programme construction and business case development.
- Knowledge of omni-channel journey design, our long standing products customer base, their needs, behaviours and required outcomes
- Knowledge of digital experience and UX design and development of improvements within digital
- Working knowledge of customer feedback methods and technology
- Confident presenting to internal and external stakeholders
- Resilient and capable of adapting to rapidly changing requirements.

Experience:

- Experience in defining and delivering effective omni-channel experience & journey improvement initiatives or projects.
- Experience in the customer journey management across multi-product and process environments.
- Ability to translate and assimilate 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 in Process redesig