Customer Outcomes Manager

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 Outcomes Manager

M&G are transforming the business to deliver a step change in customer experience and customer outcomes.  At the heart of our transformation is our newly established Customer Experience Centre of Excellence to ensure we deliver consistently great outcomes and experiences to all our customers and distributors.

The Customer Outcomes Manager will play a pivotal role within the Centre of Excellence.  This role exists to give to clear visibility and alignment across the M&G business of our evolving Customer Experience End state, performance management and improvements that will ultimately deliver consistently great outcomes.

Responsibilities:

• Ensure M&G has a consolidated view of customer experience performance, customer outcome improvement plans and a clear narrative on proposed actions within all Governance forums and in broader reporting activity.
• Work with teams across business to define and deliver new sources of insight, data and MI to support Customer Experience leads to understand outcome performance, deliver prioritised improvements and track benefits
• Accountable subject matter expert on most recent Customer Regulations and specifically support the embedding of “Customer Support” Consumer Duty Regulations through an  “insight to action” model.  This includes maintaining a strong understanding of relevant regulatory requirements and the impact of this against our internal approach to measuring Customer Outcomes within the Customer Support pillar
• Play a key role in supporting the team in the further development of the Centre of Excellence, our  Customer Experience and Vulnerable Customer Strategy with a particular focus on the Regulatory and Governance Requirements and associated reporting. 

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, 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
• Collaborative contributor – ability to work effectively and collaboratively in the delivery of team and business aims
• Delivery focused with 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: Phoebe Ewers

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: [email protected]