Customer Journey Improvement Consultant

Job Description

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 clientsand identifying new opportunities to make a positive impact for our environment and communities . To help us achieve our vision were looking for exceptional people who live our values of care and integrity and who can inspire others; embrace change; deliverresults 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: Customer Journey Improvement Consultant Location: Stirling/Edinburgh (Hybrid/work from home) At the heart of our transformation is the outcome and experience we provide our customers and distributors. The role of Customer Journey Improvement Delivery Consultant is critical in leading improvements to our customers journeys so that we meet regulatory,commercial and customer expectations by improving customer outcomes. Day to day activities include but are not limited to:

• Conducting detailed journey analysis to identify opportunities for improvement, working with the relevant Journey Owner and Improvement Manager.
• Detailed definition and design of improvement solutions including business requirements.
• Lead and oversee delivery of initiatives into the operational environment and support the operation to undertake operational readiness so changes land effectively and safely.
• Support the operational areas to ensure the changes are embedded effectively and benefits realised as planned.

Key Knowledge, Skills & Experience:

• Business Experience: Understanding of Life and Pensions products, regulations (including Consumer Duty), customer experience and servicing. Detailed knowledge of our customers and their needs, behaviours, instincts and experiential requirements.
• Change Experience: A strong understanding of change management processes and techniques. Knowledge of process excellence and re-engineering methodologies e.g., six sigma, systems thinking and processes/techniques within these e.g., value stream mapping,RCA, Agile Delivery etc.
• Journey Improvement Experience: Working Knowledge of Customer Journey Design with a strong understanding of the critical customer expectations in a service industry and the ability to use data and insight to identify, design and deliver tangible improvementopportunities.
• Personal Experience: Strong self-awareness, self-management & the ability to manage multiple change initiatives. Have an understanding of yourself in relation to the change dynamic.
  • Edge. Willingness to be brave, look for and deliver innovative and radical solutions.
  • Energy and Energise. Brings personal energy to role so increasing change momentum.
  • Execute. A completer-finisher who is able to solve problems and delivers change which drives improvements to the customer & the business.
  • Purpose. Clarity of focus. Able to prioritise and build change roadmaps to deliver to what matters for customers.

Work Level: Experienced Colleague Closing Date: 24 January 2024 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.