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 workplace accommodations to ensure you have what you need to effectively deliver in your role.
The Role: Customer Outcomes, Strategy and Governance Manager
(Hybrid working/ work from home)
M&G are transforming the business to deliver a step change in improved customer outcomes and a fundamental improvement in the organisation's operational capability; transforming our servicing offering, the IT infrastructure, and outsourcing model all with a vision to become the most successful savings and investments business.
At the heart of our transformation is the outcome and experience we provide our customers and distributors. The role of Customer Outcomes, Strategy and Governance Manager is pivotal in ensuring that we can visibly evidence and have clear visibility of our progress in this transformation and that we can demonstrate improved, effective, and fair outcomes for the customers. This role exists to give clear visibility and alignment across the Retail and Savings (R&S) business of our evolving Customer Experience End state and performance management and improvement that will ultimately deliver consistently great outcomes.
Responsibilities:
* Act as the subject matter expert on all things relating to Customer Outcomes and Customer Governance.
* Ensure the R&S business has a consolidated view of customer performance, customer outcome improvement plans, and a clear narrative on proposed actions within all Governance forums and in broader reporting activity.
* Accountability for ensuring all stakeholders across the business understand what putting 'customer at the heart of the business' means practically and how, through effective customer reporting, governance, and management, this can be achieved.
* Accountable subject matter expert on the most recent Customer Regulations and specifically develop and co-ordinate the overall plan to ensure new Consumer Duty Regulations are implemented and embedded.
* Maintain a strong understanding of relevant regulatory requirements and the impact of this against our internal approach to measuring Customer Outcomes.
* Support the development and roll-out of training activity and material on customer regulation, customer outcomes, and customer centricity.
* Play a key role in supporting the team to develop our Customer Experience and Vulnerable Customer Strategy with a particular focus on the Regulatory and Governance Requirements.
Desired Experience:
* Experience of defining and actively managing customer outcome reporting and associated improvements.
* Experience of mobilizing, leading, and holding senior stakeholders to account in order to develop effective cross-functional customer improvement activities.
* Significant experience of relationship management, building effective stakeholder relationships, and the ability to influence senior management in the customer experience arena.
* Experience of defining and managing customer frameworks and customer good governance, specifically relating to customer regulation, conduct, and experience.
* Expert ability to translate complex and multiple data sources into impactful and impressive conclusions and communicate these effectively.
* Experience of delivering cultural change - experience delivering in organisational transformation with a focus on culture, change, and internal communications.
* Experience of structured thinking and logical reasoning, and the ability to translate this through to solutions.
* Experience of driving initiatives forward and successfully delivering against demanding targets within a rapidly changing environment.
* Passionate about delivering the right CX and outcomes for customers.
* Delivery focused with a logical approach to problem solving and prioritisation, strong organisational skills.
* A creative attitude whilst focused on pragmatic solutions.
* Passionate about customer outcomes and creating the environment for them to be delivered.
* Excellent stakeholder management and effective influencing skills at a senior level.
Recruiter: Sarah Mathers
Work Level: Manager or Expert
Closing Date: 27 February 2025
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, disability, or long-term condition, 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.
M&G is also proud to be a Disability Confident Leader, and we welcome applications from candidates with long-term health conditions, disabilities, or neuro-divergent conditions. Being a Disability Confident Leader means that candidates who meet the minimum criteria of a job will be offered an interview if they 'opt in' to the scheme when applying.
If you need assistance or an alternative means of applying for a role due to a disability or additional need, please let us know by contacting us at: careers@mandg.com #J-18808-Ljbffr