Head of Customer Experience & Design

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. Head of Customer Experience & DesignThe role of Head of Customer Experience & Design is pivotal in ensuring that we have a clear articulation of a good and effective Customer and Servicing offering. This role exists to give clear visibility and alignment across the Retail and Savings/Heritagebusiness of our evolving Customer Experience Strategy and Service Ambition underpinned by the improvement programmes that will ultimately deliver consistently great outcomes. Head of CX will be responsible for defining the Customer Experience and Service Strategy for the Retail and Savings business. Working with business stakeholders and all outsourcing partners clearly define and design the future experience and service blueprintwhich ultimately ensures delivery of the right customer outcomes. Specifically, the role holder will be accountable for defining how we improve the CX performance in order to continually deliver fair customer outcomes. Including definition of our customer strategy, our broader Customer Vulnerability programme and ownershipand management of our overall customer governance framework holding the business to account on delivery of both the right near term outcomes requiring attention as well as progressing towards the medium-term future experience end state. The role holder willbe responsible for setting delivery of improvement activity focused around strategic imperatives eg Vulnerable Customer, Consumer Duty. Key Responsibilities for this role:

• Accountability for the development of Retail and Savings Customer Experience strategy blueprint. Working with our Heritage business stakeholders and all outsourcing partners clearly design the future experience and service blueprint which ultimately ensuresthe business delivers the right customer outcomes. Including defined service ambition and a set of aligned experience standards, principles and policies that guide all our customer service and experience activities
• Accountable for setting the strategic direction and through thought leadership influence and drive the delivery of the right Customer Outcomes for our existing customers. Responsible for ensuring these are measured, tracked and reported on across M&G andoutsourced delivery partners
• Accountable for Customer Vulnerability within M&G, lead an enterprise-wide programme across the business in order to deliver satisfactory customer outcomes for those most vulnerable
• Deliver best practice and thought leadership around the deployment of policy and journey improvements which will enable M&G to effectively manage customers who are vulnerable. Challenge the organisation to ensure we continually improve in this field andcan evidence the right outcomes are being delivered
• Accountable for all Customer governance within the Retail and Savings business -Lead and manage the R&S customer outcome reporting and ensure accountable stakeholders are able to effectively assess, report and deliver improvements in order to meet our customeroutcomes obligations and mitigation of Customer Risks
• Demonstrate leadership behaviours which inspire others to deliver to our customer experience ambitions
• Oversee and lead the Customer Centricity workstream (part of the Culture programme), day to day responsibility for embedding a customer-centric culture and programme of activity across the Retail and Savings business. Delivery of a range of specific interventionsas well as supporting stakeholders across the business so they are better equipped to understand practically what putting customer at the heart of the business means in their day-to-day roles

Key Knowledge, Skills & Experience:

• Expert knowledge of CX and Journey improvement programme construction and business case development
• Expert knowledge of customer experience management, customer transformation approaches and regulatory obligations involved in leading customer led transformation
• Detailed knowledge of our customer base and their needs, behaviours, instincts and experiential requirements
• Proven experience in driving improved business results through Customer Experience Transformation
• Experience in delivery of improved customer outcomes through a highly regulatory environment
• Significant experience in CX and Journey management across multi-product and process environments
• Significant experience in defining and delivering effective omni-channel experience & journey improvement programmes
• Strong experience in understanding customer needs, behaviours and development of actionable insight from multiple data sources
• Expert ability to translate complex and multiple data sources into impactful and impressive conclusions and communicate these effectively
• Experience of leading a team, working with virtual teams and collaborating with external companies

Work Level: Manager / Expert Recruiter Name: Amy Curtis Location: Stirling or Reading (flexible / hybrid working) Closing Date: 29/03/2023 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.