Digital Adoption & Channel Utilisation 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. Digital Adoption & Channel Utilisation Manager:The role of Digital Adoption & Channel Utilisation Manager is pivotal in ensuring that we have a coherent and effective Existing Customer and Digital Servicing offering. This role exists to give clear visibility and alignment across the Retail and Savings/Heritagebusiness of our evolving Digital Customer & Adviser Experience and Self-Serve Strategy, underpinned by the channel improvement programmes that will ultimately deliver consistently great outcomes. The Digital Adoption & Channel Utilisation Manager will support the Head of Digital Experience in transforming our existing customers and advisers experience through the ongoing promotion, effectiveness and adoption of digital channels. They are responsiblefor delivering our annual registration target and are also accountable for ensuring that interaction via our digital communication channels are as seamless and efficient as possible so that customers and advisers get the outcome theyre looking for. Key Responsibilities for this role:

• Accountable for the digital adoption and utilisation performance with responsibility for delivering our annual registration target
• Responsible for the definition and delivery of initiatives in support of this target achievement
• Accountable for the Assisted Registration performance with responsibility for defining/managing/oversight of Diligentas plans and performance plans to achieve targets set
• Responsible for proactively managing any underperformance through the creation/sign off of remedial actions to address gaps in performance
• Accountable for the development, socialisation and adherence of a clear and actionable Digital Channel Strategy that aligns with and supports the overall digital strategy
• Accountable for management of overall adoption and utilization reporting, setting appropriate adoption and utilisation performance targets and influencing key stakeholders to support delivery of these
• Responsible for initial forecasting of plans and targets and the ongoing reforecasting throughout the year
• Accountable for ensuring our digital communications channels are effective and high performing by ensuring quality is managed and constantly improved and issues are highlighted and resolved swiftly
• Accountable for surfacing poor customer experiences and/or drop-off points across the end-to-end journey via digital channels and identifying remedial actions and improvements to rectify
• To quantify costs and benefits of business cases for specific digital adoption and utilisation initiatives and facilitate the approval and sign off of investment via Senior Management / governance structure

Key Knowledge, Skills & Experience:

• Expert knowledge of how to develop, implement & measure an omni-channel digital channel strategy
• Expert knowledge of digital and omni-channel journey design, and associated initiatives and technologies and how to optimise these to drive an improved performance
• Expert knowledge of self-serve adoption techniques which utilise all available levers
• Detailed knowledge of multi-channel distribution and service environments in a complex and regulated financial services context
• Knowledge of digital experience and UX design and development of improvements within digital
• Extensive experience of leading online and self-serve channels and optimising the experience within these to deliver improved performance
• Extensive experience of increasing usage of digital channels which has led to a decrease in offline demand
• Expert ability to translate and assimilate complex and multiple data sources into impactful and impressive conclusions and communicate these effectively. Ability to decipher the bigger picture and disseminating that into tangible outcomes.
• Experience of developing compelling reasons for customers and advisers to engage digitally
• Ability to exercise excellent judgement when faced with multiple options to solve a problem

Work Level: Manager / Expert Recruiter Name: Amy Curtis Location: Stirling or Reading Closing Date: 29/11/2022 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.