Customer Vulnerability Manager

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 of Customer Vulnerability Manager is pivotal in ensuring that we have a coherent and effective Vulnerable Customer Strategy. Responsibilities

• Accountable for developing a clear vulnerable customer strategy, direction, business case and plans to ensure delivery of tangible change for our customers and measurable improved impact on the experience delivered to our Vulnerable customers.
• Ultimate accountability for the successful delivery of a series of company improvements to reduce potential vulnerability, customer harm and improved outcomes for vulnerable customers.
• Accountability for an uplift in the visibility of vulnerable customer understanding within our business.
• Delivery of a range of initiatives to help colleagues better understand who our vulnerable customers are, what they want and need from M&G and how they can help deliver the best customer experience.
• Accountable for the effectiveness of our ongoing Customer Vulnerability Reporting and to lead the appropriate governance forums so that senior leaders are updated and engaged with delivery and progress against plans and that fair outcomes can be demonstrated.
• Influence and inspire colleagues at all levels to ensure improvements not only land but embed and deliver long term benefits for vulnerable customers
• Develop & maintain a strong understanding of relevant regulatory requirements and how they manifest into our organisation.
• Work with external trade bodies and industry peers to develop thinking and share best practice.

Personal attribute/skills:

• Knowledge of the Financial Service Customer Regulatory and legislative frameworks and governance
• Detailed knowledge of our target customers and their needs, behaviours, instincts and experiential requirements
• Knowledge of Customer Vulnerability Regulations & Developments
• Knowledge in life and pensions propositions, markets and competitors
• Extensive experience of turning customer feedback into tangible improvement and concepts
• Extensive experience of being able to utilise customer and business feedback to identify clear set of improvement priorities
• Data & Insight Skills - The ability to analyse & interpret data and develop effective and actionable insight would also be a beneficial skill for the role
• Expert ability to translate complex and multiple data sources into impactful and impressive conclusions and communicate these effectively
• Experience of CX, process and service design
• Experience of structured thinking and logical reasoning, and the ability to translate this
• Proven track record in inspiring business change
• Significant experience of managing and influencing a range of senior stakeholders
• Strong communication skills at all levels
• Passionate about customer outcomes and creating the environment for them to be delivered (essential)
• Commercial acumen and strong strategic decision making (essential)
• Strong leadership skills and ability to take groups of people with you to deliver to a common agenda.

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.