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Job Location | Stirling |
Education | Not Mentioned |
Salary | Competitive salary |
Industry | Not Mentioned |
Functional Area | Not Mentioned |
Job Type | Permanent , full-time |
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 & Journey Improvement: The Head of Customer & Journey Improvement is pivotal to underpinning our overall customer improvement programme and is accountable for the effective delivery of large scale transformational, medium scale and smaller CI customer improvement across and intothe service and operation across the Heritage business. This role exists to provide one clear accountable owner for the design, development and delivery of all customer journey improvement activity. Ultimately responsible for ensuring that change initiatives land safely into the operation and are embedded fullyand adopted as the enduring journey/experience or process. The measurement of success is the realisation of improvements to the journey KPIs whether that be shorter journey times, reduction in effort, improvement in efficiency or reduced cost. Critically thisrole is pivotal to the delivery of improved outcomes for each of our customers. The HO of Customer & Journey Improvement will support the Director of CX, in shaping, defining and building an effective improvement delivery capability and operating model. The role holder will have accountability for realisation of benefits against all improvementsdelivered into the customer, journey or processes. Key Responsibilities for this role: