Journey Communications Owner

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. The Role: Journey Communications Manager 12 month FTCThis senior role has responsibility for driving the creation of customer journey communications and improvements to communications supporting our change runway. Success will be measured through a combination of core business customer satisfaction and commercialKPIs e.g. cost reduction through paper reduction and digital adoption. The role holder will create, deliver and manage E2E customer journey communications including new and ongoing enhancements. You will ensure that all customer communications are positivelyimpacting the customer, delivering clear, accurate and timely communications, meeting the business objectives and contributing to driving up digital adoption. You will be working closely with all stakeholders involved in the design and delivery of customer communications, to create best in class journey communications ensuring multi-channel integration and improved customer response. It is essential for you to bepassionate about customers and how communications can help deliver excellent CX and outcomes. You will need an analytical mind-set, commercial acumen and strong strategic decision making along with a creative attitude and approach to problem solving. Key responsibilities

• Create, deliver and manage E2E customer journey communications including new and ongoing enhancements
• Understand the underlying root cause of journey communication issues and prioritise these to ensure the best and greatest impact on overall customer satisfaction performance
• Delivery of Consumer Duty requirements in relation to journey communications, as part of a journey communications team
• Own and lead our longer term customer journey communications strategy for the journeys you are responsible for
• Work alongside the journey owners to influence the overall wider journey experience in relation to all things communication/contact related

Key Skills, knowledge and requirements

• Expert knowledge of Customer Journey and Operational Communications Design and what drives customer behaviour.
• Knowledge of the FS industry and in particular how great communications impacts customer comprehension and experience.
• Knowledge of our target customers and their needs, behaviours, instincts and experiential requirements.
• Knowledge of operational communications and the impact these have in service environment
• Strong attention to detail and ability to prioritise efforts
• Detailed knowledge of financial services regulatory and legislative frameworks
• Knowledge of life and pensions propositions, markets and competitors
• Preference for knowledge of the inner workings of M&G plc to identify and address issues, problems or concerns in respect of our customer experience

Work Level: Manager Expert Recruiter: Emily Isaacs Closing Date: 12th January 2024 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.