Customer Experience Manager

At M&G our vision is**:to become the best loved and most successful savings and investment business **and we're looking for people who are excited about joining us on our journey. We're digitally transforming and investing heavily in technology and innovation to develop new and improved customer propositions that really raise the bar for our customers.To help us achieve our vision we're looking for exceptional people who live our values and behaviours and who can inspire others; embrace change; deliver results and keep it simple.
**What you can expect from us**:
We are committed to creating an environment where you can be exceptional at all you do. To help us deliver this, we promise to:

- **Challenge Your Limits** by creating a stimulating working environment and providing opportunities for you to be involved in meaningful and challenging work
- **Support Your Aspirations** with a commitment to learning and development that helps you achieve and build your experience with people who want you to succeed
- **Value Your Input **whereby leaders and managers will involve you in key decisions, listen to your thoughts and recognise the important contribution you make
- **Balance Your Life** through a work life partnership that focuses on making this an inclusive, diverse and friendly place to work and offers the flexibility and support that enables everyone to be at their best

**How do we support our employees**:
All M&G plc employees will be supported in the workplace through our M&G Employee Assistance Programme (EAP). If you need counselling, confidential financial or legal advice. The service is available 24 hours a day, 365 days a year and offers access to qualifiedprofessionals who can provide specialist information, advice and support on many issues. It offers a broad range of services, including help with family issues, maintaining work/life balance and mental health support.
**Location: This role has flexibility to work remotely with occasional need to travel to the office (Bath or Stirling).**
**The Role: Customer Experience Manager (12 month FTC)**
Our Customer Experience function plays a key role in delivering of our vision. This unique role is responsible for delivering two pivotal initiatives: our Customer Vulnerability Programme & improving customer centricity across the organisation.
**Key Responsibilities for this role**:

- Act as the business lead for these programmes; developing the strategy, direction, business cases and plans to ensure delivery of tangible change for our customers and colleagues.
- Deliver a range of improvements to reduce potential vulnerability and improve outcomes for vulnerable customers.
- Deliver a range of improvements to help colleagues better understand who our customers are, what they want and need from M&G and how they can help deliver the best customer experience.
- Report to & attend governance forums to ensure senior leaders are updated and engaged with delivery and progress against plans.
- Influence and inspire colleagues at all levels to ensure improvements not only land but embed and deliver long term benefits.
- Act as a point of escalation for complex and/or unique vulnerable customer cases; supporting and challenging operational processes to ensure a fair & effective customer outcome.
- Develop & maintain a strong understanding of relevant regulatory requirements and how they manifest into our organisation.
- Work with external trade bodies and industry peers to develop thinking and share best practice.

**Key Knowledge, Skills & Experience**:
**Essential**:

- Experience Delivering Change in Complex Organisations - We're also looking for someone who has experience leading projects across many areas & multiple stakeholders
- Expert Stakeholder Management & Engagement - To be successful in this role you'll need exceptional stakeholder management skills, and the confidence to influence and objectively challenge senior leaders
- Expert Written & Verbal Communication Skills - You'll need to be a great story teller, able to identify what difference audience need or want to hear and the best to get these messages across. You should have experience of communicate effectively at alllevels of the business, including board level

**Desirable**:

- Knowledge of Customer Vulnerability Regulations - It would be great if you have a good understand of the FCA and other regulations relating to customer vulnerability, how vulnerabilities manifests and how they can impact customer experiences and outcomes.
- Data & Insight Skills - The ability to analyse & interpret data and develop effective and actionable insight would also be a beneficial skill for the role.

We live by four behaviours at M&G and we ask all our employees to:

- **Inspire Others** - Support and encourage each other, creating an environment where everyone can contribute and succeed**Embrace Change**