Digital Experience 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 Experience Manager:The role of Digital Experience 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/Heritage business ofour evolving Digital Customer Experience and Self-Serve Strategy, underpinned by the improvement programmes that will ultimately deliver consistently great outcomes for our customers, advisers and our business. The Digital Experience Manager will be responsible for setting the direction of and transforming our existing customers and advisers self-serve experience through a channel agnostic offering. They are tasked with developing and delivering a compelling and consistentDigital Experience and Adoption Strategy for all Existing Customers across Heritage. Responsible for setting our digital improvement priorities and working across the business delivering cross-journey improvement programmes of activity focused on strategicimperatives e.g., online registration targets. They will support the Head of Digital Experience in providing demonstrable evidence of benefits realisation and positive progress in target customer and business KPIs. Key Responsibilities for this role:

• Accountable for developing and defining the self-serve and digital channel strategy and target state for Customer and Adviser Experience (Heritage) to deliver our Self-Serve targets
• Accountable for delivering an effective and positive online experience and journey measured through CSAT, effort and drop off
• Accountable for identifying and eradicating specific journey experience pain points and then managing delivery of digital journey, comms process improvements/opportunities that demonstrate a measurable improvement on customer, adviser and business outcomes
• To quantify costs and benefits of business cases for specific digital improvement initiatives and facilitate the approval and sign off of investment via Senior Management /governance structure
• Accountable for the ongoing day to day performance & effectiveness of the Digital estate within Heritage
• Accountability for the ongoing stability, compliance and risk management of our digital channels
• Responsible for daily performance oversight of digital estate and management and resolution of identified issues quickly
• Proactively use actionable insights, conduct and enlist analytical support to identify areas of opportunity to improve the digital experience over and above the removal of dissatisfaction
• Responsible for supporting the ongoing development and refinement of the digital self-serve metric working collaboratively with colleagues from other business areas
• Responsible for utilising all available insight from key internal and external sources to inform and drive priorities and future roadmap deliverables

Key Knowledge, Skills & Experience:

• Expert knowledge of digital and self-serve experience strategy creation, execution and benefits tracking
• Expert knowledge of turning digital strategies in to a reality that improves user outcomes
• Expert knowledge of Customer Journey Mapping methodologies both online and offline
• Strong understanding of UX Design & digital design principles
• Expert knowledge of digital and omni-channel journey design, and associated initiatives and technologies and how to optimise these to drive an improved performance
• Extensive experience of the definition, creation, delivery & benefits tracking of self-serve and digital strategies
• Extensive experience of turning customer & adviser feedback into tangible improvement deliverables
• Extensive experience of being able to source and utilise customer, adviser and business feedback to identify clear set of improvement priorities and associated benefits
• Extensive experience of utilising critical thinking techniques to solve problems.
• Analytical mind-set - finding themes amongst different sources of data and insight

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.