Head of Customer Journey Management

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 Journey ManagementThe Head of Customer Journey Management role supports the Director of Customer Experience (CX) in shaping and defining the overall CX strategy. You be the guardian of all Heritage Customer Journeys being the clear owner of journey performance and improvementprogrammes that consistently deliver great outcomes for customers. This role will make a fundamental difference to our customers as they secure the futures they wish for them and their families. Youll be accountable for customer journey performance and all journey related KPIs through operational, customer and risk lenses. The responsibility for the identification, creation and prioritisation of journey improvement plans and management of KPI frameworkswill sit in this role. Along with responsibility for setting measurements, tracking of performance and maintaining the integrity of the end-to-end journey. Were looking for a strong leader who quickly becomes recognised in the organisation as the champion of the customer experience. A leader with excellent collaboration skills and the ability to make brave decisions. A creative attitude to problem solving anda transformation mindset to challenge the status quo and deliver results. Youll bring a best-in-class methodology to deliver transformational change and drive consistent and effective customer service outcomes for our business and customers. Key Responsibilities for this role:

• Ownership and development of an enterprise-wide journey management methodology, owning the mapping of all as is and to be journeys
• Establishing clarity over key performance indicators, pain points, areas of failure and customer communication gaps
• Accountable for the identification, prioritisation and documenting journey improvements, and for delivering customer and commercial targets, including digitisation and self-serve goals. The achievement of KPIs, including operational cost reduction, customersatisfaction scores, digital and self-serve targets
• Responsible for decision making in identifying, prioritising and proving the value of strategic and tactical customer journey initiatives; and mobilising cross functional teams to deliver initiatives
• Quantifying costs and benefits of business cases for specific Customer Journey initiatives and facilitating the approval and sign off of investment funds via Senior Management / governance structure
• Communicating at all levels to embed a customer centric culture across the business. At an executive level to create deep understanding of customer journeys, create consensus for change and obtain support for improvement priorities. And with internal stakeholdersand outsourced partners to influence the overall prioritisation of improvement and change activity
• Build and establish a credible Customer Journey Management capability and accountability that demonstrates value for the business and expertise which inspire others to develop in this field
• 4 direct reports

Key Knowledge, Skills and Experience:

• Expert knowledge of multi-channel distribution and customer led transformation into a complex and regulated financial services (specifically life and pensions) or service environment
• Expert knowledge of customer lead journey improvement programme construction and business case development. Strong experience in understanding customer needs, behaviours and development of actionable insight across multiple data sources and tracking resultsagainst financial and non-financial KPIs
• Expert knowledge in life and pensions propositions, markets and competitors and a detailed knowledge of our customer base and their needs, behaviours and experiential requirements
• Strong knowledge of and experience in delivering effective omni-channel journey improvement programmes and knowledge of digital experience and UX design developments and improvements
• Working knowledge of customer feedback methods and the expert ability to translate complex and multiple data sources into impactful conclusions and communicate these effectively. Ability to decipher the bigger picture and disseminating that into tangibleoutcomes
• Strong network (internal and external) relating to understanding customer behaviours emerging trends and regulatory developments and constraints in this field constraints
• Excellent communication skills, and ability to convey effective recommendations through written and verbal methods to senior stakeholders and leadership teams

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.