Customer Journey Owner

Our purpose is to give everyone real confidence to put their money to work. With a heritage dating back more than 175 years, we have a long history of innovation in savings and investments, combining asset management and insurance expertise to offer a wide range of solutions. 

Our two distinct operating segments, Asset Management and Life, work together to provide access to balanced, long-term investment and savings solutions.

Through 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 - 6 months

The Customer Journey Owner is responsible for designing, embedding, understanding and improving the customer journey, solely focusing on our Retirement Account product. This role will report to a Customer Journey Owner whilst working exclusively on our ‘Retirement Account’ journey and will build on current understanding and establish a holistic experience view and improvement opportunities, from both Customer and Adviser perspective.

Key responsibilities for this role:

• Responsible for the Customer Journey relating to Retirement Account from a journey experience perspective, working across multiple teams and stakeholders in a collaborative, cross-functional manner.
• Define the experience vision for Retirement Account, including development of the ‘to be’ state for the journey so the business has a clear articulation of the desired experience our customers and advisers require and expect.
• Use relevant insight and data to compile a complete end-to-end view of customer journey performance and targets in relation to customer satisfaction scores, digital and self-serve performance, and proactively managing the customer journey risk framework.
• Use the M&G customer journey management methodology; Leading the detailed mapping of all ‘as is’ (current) and ‘to be’ (future) state journeys, establishing key journey performance KPIs, pain points, areas of failure, customer communication gaps and from this, define a journey improvement opportunity summary.
• Prioritisation of Retirement Account journey improvements and initiatives (tactical and strategic) to achieve Journey KPIs; customer satisfaction scores, self-serve targets and digital KPIs, taking into consideration wider stakeholder priorities and perspectives.
• Delivery of Retirement Account Customer Journey Review to the business, gaining validation for journey areas of focus.
• Use intra and outside function support to define potential improvement benefits, and to support the mobilisation of cross functional teams that deliver these live into the business.
• Provision of relevant Retirement Account experience and outcome updates for all required regular reporting.

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 pension products, Retirement Account desirable.
• Knowledge of ‘best in class’ customer journey management methodology, customer transformation approaches and regulatory obligations involved in leading customer led transformation.
• Experience of change delivery, including benefits, tracking and reporting.
• Knowledge of customer and journey improvement programme construction and business case development.
• Working knowledge of customer feedback methods
• Confident presenting to internal and external stakeholders
• Resilient and capable of adapting to rapidly changing requirements.

Experience:

• Previous experience in working within effective omni-channel experience & journey improvement programmes.
• Experience in customer journey management across multi-product and process environments desirable.
• Good knowledge of pension products, including Retirement Account.
• Ability to translate and assimilate multiple data sources into impactful conclusions and communicate these effectively.
• 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.
• An understanding of customer service delivery and operational performance management.

Job Level: Manager Expert

Closing Date: 5th December

Recruiter: Phoebe Ewers

What we offer:

At M&G, we’re committed to helping you thrive and supporting your wellbeing, both at work and beyond. Our benefits are designed to help you balance your professional and personal life, while planning confidently for your future. Our UK benefits include:

• As a savings and Investments firm we are proud to offer a valuable pension scheme of 18%, with 13% made up of Employer Contributions and 5% Employee Contributions. We also offer Share Save and our Share Incentive Plan, together with access to financial wellbeing and support services - to help give you real confidence to put your money to work.

• Enjoy 38 days annual leave including bank holidays, with the opportunity to purchase up to 5 extra days and additional flexibility through our Time Off When You Need It policy – to balance your work and personal commitments.  

• Our market leading Inspiring Families policy includes comprehensive support and paid parental leave covering maternity, adoption, surrogacy, and paternity leave - as supporting families is a core aspect of our inclusive culture.

• Health & Protection cover including Private Healthcare, Critical Illness cover and Life Assurance for you, with family options - for peace of mind.

To explore more about life at M&G and our full benefits offering, visit Life at M&G

We have a diverse workforce and an inclusive culture at M&G, 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. 

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