Insight, VOC and Reporting Executive FTC 17 Months

Job Description

At M&G our vision is: to become the best loved and most successful savings and investment business and were looking for people who are excited about joining us on our journey. Were 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 were looking for exceptional people who live our values and behaviours and who can inspire others; embrace change; deliver results and keep it simple. We know that an inclusive environment makes us more accessible and ensures we attract, engage, promote and retain exceptional people. We welcome applications from all individuals regardless of age, gender/gender identity, sexual orientation, ethnicity/nationality, disability, or military service and welcome those who have taken career breaks. We will consider flexible working arrangements or home working arrangements for any of our roles. 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 How do we support our employees: All M&G plc employees will be supported in the workplace through our M&G Employee Assistance Programme (EAP). If you need counselling, confidential financial or legal advice. The service is available 24 hours a day, 365 days a year and offers access to qualified professionals who can provide specialist information, advice and support on many issues. It offers a broad range of services, including help with family issues, maintaining work/life balance and mental health support. The Role: Insight, VOC and Reporting Executive FTC 17 Month Our vision is 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", the role of the Centre of Excellence Insight team 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 Insight team exists to inspire, organise and drive our business in the delivery of consistently great outcomes for our customers. As a VOC and Reporting Executive, your role will be focused on the build and delivery of a new VoC infrastructure. This includes working closely with VOC Design lead to understand the scope and design of the new programme, work with multiple stakeholders and internal teams to develop and build questionnaires, investigate existing data and refine sampling strategies and scope to reflect available data, deliver an automated data process to drive surveys, and set up all survey infrastructure on Qualtrics, managing the entire process through launching of multiple surveys. This work will include contractual and budget management, stakeholder management around the new infrastructure, development of robust documentation, and ongoing reporting of programme delivery to milestones calling out risks and proactively delivering options where challenges arise during the build. Once launched, building the Dashboard infrastructure associated to the new infrastructure and development of offline reporting that fits into the existing VOC reporting suite. The role holder must have substantial experience of building and project managing large scale tracking surveys, utilising an inhouse survey system such as Qualtrics, Confirmit or Medallia. This individual should possess strong quantitative, data and statistics background. This role will be within the Insight team and will be a single resource that will coordinate and deliver the new VoC infrastructure over 12 months, the role will require influencing skills to gain support from various teams across the business. To be successful, you must have a developed knowledge and proven experience of hands on design, build and launch B2B and B2C tracking surveys ideally utilising Qualtrics software. Experience of working in a financial institution would be beneficial or experience in a regulated business. Key Work Level Accountabilities: Experienced Colleague: Accountable for providing a quality service or product to customers and stakeholders, using skills/experience built through significant practical experience or training For team leaders, accountable for ensuring the team the role supports is delivering a quality service or product Works within established frameworks and procedures, with the freedom to interpret them to solve a range of problems Delivers outputs that are clearly defined, using discretion over how to achieve them Makes suggestions for improvements to the work of the team, based on previous experience and knowledge of similar situations Key Responsibilities for this role: To work collaboratively with colleagues and take personal accountability to maintain and enhance controls you are responsible for to support improvement of the overall control environment, customers outcomes and a reduction in M&Gs operational risk. Investigate and reconcile data inconsistencies, ensuring that we have a robust and resilient view of customer data. Design VoC Surveys and program these into our VoC system, including mapping and merging this new data with existing data in the VOC system Create reporting dashboards in a VoC system and insight reporting Expert knowledge and experience in setting up and managing a variety of research methodologies and customer feedback solutions through which to conduct customer research and testing Strong quantitative and analytical mindset, with good statistics background and experience developing sampling strategies. Manage and own the ongoing evolution of our insight solutions in line with our business transformation, changing feedback mechanisms to remain relevant and accurate Create project roadmaps with key milestones that can be shared and then used to deliver against for VoC implementation Key Knowledge, Skills & Experience: Passionate about understanding the customer Passionate about delivering the right CX and outcomes for