Digital Outcomes Manager

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.

Background: Within IL&P, digital is a primary route to market and must be managed to the same standards as our financial products. Our digital propositions evolve rapidly and require continuous investment and rigorous measurement to remain competitive and deliver the outcomes our customers and advisers expect. Growing our Outcomes Management capability ensures that what we design, deliver and operate is tracked, evidenced and continuously improved, in line with Consumer Duty and our growth ambitions.

Role Summary

The Outcomes Manager is a pivotal role within the Digital Proposition function, owning the end‑to‑end measurement, reporting and governance of customer and adviser outcomes across open and closed book propositions. The role partners closely with Journey Owners, Product Owners, Product Design, Customer Services, MI/Analytics and Risk & Control teams to ensure that every initiative has clearly defined, measurable indicators, that data quality is robust, and that insights drive prioritisation and continuous improvement. A strong data‑led mindset and an ability to translate complex performance information into clear, actionable stories for governance forums are essential.

Key Responsibilities

• Own the outcomes framework for Digital Proposition: define, maintain and continuously improve the measures and leading indicators that evidence customer, adviser and business value, aligned to Consumer Duty.
• Identify the most commercially impactful measurement points within customer and adviser journeys, ensuring they are instrumented, tracked and regularly reviewed.
• Maintain a live view of all committed outcomes and their status: ensure every initiative has traceable KPIs, data sources, baselines and targets, with clear ownership and review cadence.
• Produce timely, accurate and insightful reporting for executive and committee forums (e.g., Customer Committee), helping turn data into action.
• Embed feedback loops: harness analytics, qualitative research and operational insights to validate that journeys are simple, seamless and outcome‑focused across channels; drive action plans with Product Owners and Design.
• Champion a data‑driven culture through partnering with MI/Analytics to improve data quality, reduce manual MI asks through self‑serve, and enhance instrumentation so interactions are tracked and measurable.
• Risk & control stewardship: coordinate risk/controls (including ROPAs and issue logs) across Digital Proposition; ensure accurate system records, robust mitigations and transparent escalation where required.
• Continuous improvement of reporting and tooling across dashboards, OKRs and benefits tracking; align to enterprise data sources; ensure lineage and auditability.
• Collaboration & alignment: work with Customer Services on service measures and first‑point‑resolution alignment; with Propositions on target‑market and communications; and with Technology/Change on telemetry and release measurement.

Core Competencies & Attributes

• Strategic, customer‑centric and evidence‑led: connects customer/adviser experience to commercial outcomes; frames trade‑offs through data.
• Data fluency: comfortable interrogating datasets, defining metrics, validating sources and challenging assumptions; relentless about quality and traceability.
• Governance excellence: clear, concise storyteller for senior audiences; anticipates questions; ensures activities are trackable with explicit next steps.
• Influential collaborator: works across Product, Design, Customer Services, and Analytics to drive accountability and momentum; balances support with constructive challenge.
• Continuous improvement mindset: uses insights to aid prioritisation, simplifies reporting, and builds durable measurement capabilities (not one‑off decks).
• Regulatory awareness: applies Consumer Duty and other regulatory expectations in digital journeys and reporting.

Experience & Qualifications

Essential:

• Demonstrable experience defining and operating outcome/OKR frameworks in a digital, product or service environment, within financial services.
• Proven ability to translate complex data into clear, actionable recommendations for senior forums; strong stakeholder management and presentation skills.
• Hands‑on experience with MI/analytics collaboration, dashboarding and instrumentation of digital journeys (events, funnels, cohorts).
• Demonstrable experience working in a regulated environment with a focus on Consumer Duty or equivalent.
• Understanding of omni‑/multi‑channel customer and adviser journeys and how digital and operational measures align.

Desirable:

• Exposure to product development and continuous improvement in open‑ and closed‑book life & pensions operations.
• Familiarity with experimentation (A/B, multivariate), user research synthesis, and service design artefacts to link qualitative and quantitative insight.
• Experience establishing self‑serve MI capabilities and data governance practices.

Work Level: Manager Expert

Reporting to: Head of Digital Strategy

Closing Date: 16th March 2026

Recruiter: Phoebe Ewers

Location: Stirling 2 - 3 days per week

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