Customer Experience Strategy Manager - 9 month FTC

M&G ,
London, Greater London
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Overview

Job Description

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 The Role: M&G are investing heavily in new technologies in fact a complete transformation of our operating environment in order to deliver market leading propositions and experiences to its end customers and advisers. At the heart of this is the outcome and experience we provide to our "customers", the role of the Customer Office is pivotal in ensuring that we deliver a compelling and consistent Customer Experience Strategy with supporting improvement agenda which is owned and delivered across the business. The Customer office exists to inspire, organise and drive our business in the delivery of consistently great outcomes for our customers. The Customer Experience Strategy Manager is responsible for translating M&G's over-arching customer strategy into a set of Wealth specific strategies including Customer Experience, Omni- channel (including Digital Adoption) and customer contact and treatment strategies. The role holder will ensure strategies are being deployed consistently into customer journey designs and support the Wealth Customer Office in defining its overall CX approach to ensure we deliver the right outcomes for our customers. Additionally, you will also consider skills and capabilities needed within the business through which to deliver the required outcomes to our customers and advisers. The role holder has lead responsibility for the development and design of the Customer Experience Strategy and will do this in a way that builds sustainable customer advocacy and delivery of outcomes that translate into bottom line results. The role is accountable for defining and prioritising the CX improvement plan and prioritised roadmap in line with our overall Transformation agenda. And then responsible for gaining business ownership and support for its delivery. The Customer Strategy Manager will need to have a strong understanding of the financial services industry and legislation coupled with a broad and deep understanding of customer's needs and behaviours in considering how they engage with long term savings and investments. Key Work Level Accountabilities: Manager or Expert: * For people managers, accountable for managing and motivating others to ensure quality of delivery to customers and stakeholders * For technical specialists, accountable for delivering expert advice or service, using specialist knowledge and subject matter expertise * Applies judgement to deliver outcomes, evaluating a range of potential solutions, considering the impact for customers, cost and risk * Manages conflicts that may impact delivery * Challenges upwards given knowledge of delivery and awareness of complex systems and the broader picture * Identifies and anticipates need for changes to continuously improve quality and efficiency of output * Manages resources and risks using expert judgment, know-how and experience Key Responsibilities for this role: * Develop, design and drive the customer experience strategy in order to deliver great customer outcomes Ensure that this is effectively communicated to key stakeholders and Translated into design and mobilised with stakeholders. * Development and ownership of our Digital Customer Strategy and experience blueprint. Using insight and analysis and in line with the transformation team develop a best in class digital experience strategy ensuring integration into other contact channels. * Develop a clear articulation and roadmap of customer experience improvements through the formation of a Customer Experience Improvement Plan to achieve these objectives. Devise effective business cases for priority improvements and gain implementati

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