Customer Journey Owner

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 Owner – Corporate Risk Solutions

The Customer Journey Owner is responsible for designing, embedding and improving the customer journey in relation to the Bulk Annuity business. The role will report to the Head of Customer Experience whilst working exclusively with the Corporate Risk Solutions team to build on M&G’s successful re-entry into the Bulk Annuity market.

Key responsibilities for this role:

• Accountable for the end-to-end customer journey performance and targets in relation to customer satisfaction scores, self-serve performance 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, customer communication gaps etc and from this articulate an effective performance management and improvement opportunity summary.
• Define the vision for their respective journey 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.
• Accountable for identification and prioritisation of Journey Improvements and initiatives in order to achieve Journey KPIs; customer satisfaction scores, self-serve targets and digital KPIs.
• 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.
• Lead cross functional teams to gain agreement to a range of both tactical and strategic initiatives underpinned by customer insight and data led business cases in order to ensure the overall improvement priorities deliver the desired outcome. Work with third parties to  to ensure a pragmatic approach to delivery of this so benefit is maximised whilst progress towards the end state is made.
• To 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.
• 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.
• Accountable for delivery of outcome reporting reporting, setting appropriate outcome and journey performance targets and influencing key stakeholders to support delivery of these. This will include Consumer Duty reporting across M&G

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 Defined Benefit annuity products.
• Knowledge of ‘best in class’ customer journey management methodology, customer transformation approaches and regulatory obligations involved in leading customer led transformation.
• Experience of working with Third parties to define and delivery change, including benefit tracking and reporting.
• Knowledge of customer and journey improvement programme construction and business case development.
• Knowledge of omni-channel journey design our 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:

• Extensive experience in defining and delivering effective omni-channel experience & journey improvement programmes.
• Significant experience in the customer journey management across multi-product and process environments.
• Expert 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 redesign and improvement activity.
• Strong experience in understanding customer needs, behaviours and development of actionable insight from multiple data sources.
• Experience in delivering transformational change right through to smaller scale continuous improvement.
• Experience of creating customer led business plans to plan, illustrate and track the delivery of business results against both financial and non-financial KPIs.
• Knowledge of industry best practice, good network/links with external bodies and individuals in the same field
• Strong understanding of customer service delivery and operational performance management.

Work Level: Manager Expert

Recruiter: Phoebe Ewers

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: [email protected]