Voice of Customer and Insight Executive

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.

M&G is seeking a passionate Voice of Customer Insight Specialist to join our highly experienced and growing Customer Insights team. This new position has arisen due to the ongoing success of our Voice of Customer programme, which continues to deliver actionable insights and drive strategic improvements across the business. You will play a pivotal role in deepening our understanding of customer needs, championing the customer voice, and further developing the infrastructure that underpins our insights capability.

• Analyse and interpret data collected from the Voice of Customer programme to uncover actionable insights that inform business decisions.
• Collaborate with stakeholders across the organisation to communicate findings and drive customer-centric improvements.
• Support the ongoing development and enhancement of the programme’s infrastructure, including extending coverage, maintaining and improving existing studies and processes.
• Champion the customer perspective, ensuring their voice is central to our improvement roadmap.
• Monitor emerging trends in customer insight to identify and deliver opportunities to improve Voice of the Customer capabilities and deliveries.
• Work closely with a team of seasoned professionals to share knowledge, best practices, and foster continuous improvement.

• Proven experience in Voice of Customer programmes either in agency or client side.
• Ability to analyse qualitative and quantitative datasets and identify themes, trends and root causes
• The ability to simplify data and themes to bring these into easily shareable and impactful insights.
• Excellent communication skills, capable of translating insights into impactful business actions.
• Ability to build relationships and influence stakeholders at all levels.
• High level of proficiency with relevant analytical and reporting tools (especially  Excel)
• A proactive attitude, enthusiasm to drive change and support a culture of continuous improvement.

Job Level: Experienced Colleague

Recruiter: Phoebe Ewers

Closing Date:14th May 2026

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: [email protected]