Address
Salary At M&G our purpose is to help people manage and grow their savings and investments, responsibly. As a business, we are continuing to take steps towards a sustainable future, delivering better long-term solutions for our customers and clients and identifying new opportunities to make a positive impact for our environment and communities. To help us achieve our vision we’re looking for exceptional people who live our values of care and integrity and who can inspire others; embrace change; deliver results and keep it simple.
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:
Our vision to simplify, enable and upgrade our end to end service for existing customers and as a result is investing heavily in new technologies, a complete transformation of our operating environment in order to deliver market leading propositions and experiences to its advisers, employers and end customers. At the heart of this is the outcome and experience we provide to our “customers”. This role is pivotal in ensuring that we deliver a compelling and consistent communications experience, supporting our improvement and change agendas.
Key Responsibilities for this role:
- Analysis of customer communications delivered during key customer journeys, assessing against our Consumer Duty standards
- Creation of customer communications and improvements to existing communications – offline and online
- Success will be measured through a combination of core business customer satisfaction and commercial KPI’s e.g. cost reduction through paper reduction and digital adoption
- Work with customer communications frameworks and ensure that all customer communications are positively impacting the customer, delivering clear, accurate and timely communications, meeting the business objectives and contributing to driving up digital adoption.
- Be the accountable owner for customer communications
- Work collaboratively with colleagues and take personal accountability to maintain and enhance controls you are responsible for
- Work with all stakeholders involved in the design and delivery of customer communications
Key Knowledge, Skills & Experience:
- Strong knowledge of effective customer communications design
- Knowledge of the FS industry and in particular how great communications impacts customer comprehension and experienc
- Detailed knowledge of our target customers, their needs, behaviours, instincts and experiential requirements
- Detailed knowledge of operational communications and the impact these have in service environment as well as the restrictions and guidelines applied in regulated financial services industries.
- Strong attention to detail and ability to prioritise efforts
- Strong knowledge in life and pensions propositions, markets and competitors
- Strong experience of turning customer feedback into tangible improvement and concepts
- Strong experience of being able to utilise customer and business feedback to identify clear set of priorities across customer communications.
- Significant experience in delivering complex, diverse, ambiguous messages – converting them into clear, understandable communications
- Strong communication skills at all levels, and comfortable providing guidance, expertise and recommendations
- Experience of driving initiatives forward and successfully delivering against demanding targets within a rapidly changing environment
- Passionate about delivering the right outcomes for customer.
- Analytical mind-set (essential)
- Delivery focused with logical approach to problem solving and prioritisation
- Commercial acumen and strong strategic decision making
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 or disability 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.
