VOC Insight manager12 Month FTC

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: As a customer Insight manager, 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: 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: 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 customer. Analytical mind-set (essential) Delivery focussed with logical approach to problem solving and prioritisation A creative attitude whilst focused on pragmatic solutions Passionate about customer outcomes and creating the environment for them to be delivered (essential) Good relationship management skills Strong project management skills Flexible and fast learning (essential) Clear communication skills (essential) Qualifications: 5+years working in a client side insight team with substantial experience hands on designing, build and implementing large scale tracking survey infrastructure. Technical level: Leveraging customer experience frameworks and industry knowledge to strategically leve