• Competitive
  • Reading, England, United Kingdom
  • Permanent, Full time
  • M&G Prudential
  • 2019-05-20

CX Insight & Research Manager

  • Full time
  • Reading, England, United Kingdom
  • 20 May 19

CX Insight & Research Manager

Passionate about driving transformation change to deliver a better Customer Experience?
Looking for your next challenge in an organisation which is truly going to make a difference to the lives of so many customers? Come and join a newly created Customer Experience team who are front and centre of Prudential's business transformation. We're looking for individuals who have the CX know how, are dynamic and are keen to join an energetic team on a journey to deliver every day for our customers.

Working with M&G Prudential as a Customer Experience Insight and Research Manager, means becoming part of a brand with a global reputation and an exciting vision: to become the best loved and most successful savings & investments business.

Within the Customer Savings and Investment business, the vision is to simplify, enable and upgrade our end to end service for existing customers and as a result is investing heavily in new technologies and, a complete transformation of our operating environment At the heart of this is the outcome and experience we provide to our "customers". The role of the Customer Office is pivotal in ensuring that we deliver a compelling and consistent Customer Experience Strategy with supporting improvement agenda which is owned and delivered across the business. The Customer office exists to inspire, organise and drive our business in the delivery of consistently great outcomes for our customers.

In this role, you will be responsible for the production and management of vital customer intelligence to generate compelling conclusions ensuring the business has a rich understanding of our current customer experience performance and the areas where we need to improve. Accountable for insight production, you will work closely with the Customer Journey and Customer Office teams to develop actionable customer insight and be able to package and communicate this in a way that drives action.

To be successful, you must have a developed knowledge and proven experience of using both quantitative and qualitative data analysis and research techniques and significant experience in deploying and managing NPS feedback frameworks and customer panels.


You must also have/be able to :
  • Expert knowledge and experience in setting up and managing a variety of research methodologies and customer feedback solutions through which to conduct customer research and testing
  • The ability to deliver and manage our customer feedback management solution ensuring we receive pertinent real time updates in relation to customer behaviour within the business.
  • A developed knowledge and practical experience of insight and data analysis techniques with significant knowledge of NPS feedback frameworks, ideally within the context of the financial services industry.
  • A proven track record of delivering actionable insight and improvements off the back of understanding the customer and business opportunities.
  • Have experience of providing guidance, expertise and recommendations to senior and executive leaders
  • Effectively present findings, applying appropriate techniques to influence cross directorate stakeholders therefore ensuring the information is both understood, bought into and subsequently actioned upon.
  • The ability to develop intuitive and compelling recommendations on behalf of the customer office to ensure that the wider business has a clear, consistent and timely view of customer outcomes
  • Manage and own the ongoing evolution of our insight solutions in line with our business transformation, changing feedback mechanisms to remain relevant and accurate
  • Deliver timely and accurate reporting, deploying communications programmes that convey key findings and promote customer centricity across the wider Business.
  • Have experience of structured thinking and logical reasoning and the ability to translate this through management information; dashboards and analyses for consumption across the business including governance meetings and external regulatory bodies
  • Investigate and reconcile data inconsistencies, ensuring that we have a robust and resilient view of customer data
People who work at M&G Prudential agree that ours is a great place to work with a brilliant team spirit. It's also an innovative, high-performing, commercial environment that's totally focused on customers. As an M&G Prudential colleague you'll get all the support you'd expect, including full training and professional development. You'll receive a competitive salary and reward package. And in a fast-changing world, you'll join an organisation that's leading the way in helping customers achieve their long-term financial goals.

We are committed to a diverse and inclusive workplace. Our role as an employer is very simple - to provide the right environment for talented people to do their best work, by respecting, understanding and valuing individual differences.

We welcome applications from individuals who have taken an extended career break, and we are willing to consider flexible working arrangements for all of our roles.
The first stage of our recruitment process is a short video interview.

Recruiter: Emma Pryde
Location: Reading or Stirling
Closing Date: 31st May