Customer Experience Manager 12 Month FTC Customer Experience Manager 12 Month FTC …

M&G plc.
in Stirling, Scotland, United Kingdom
Permanent, Full time
Be the first to apply
M&G plc.
in Stirling, Scotland, United Kingdom
Permanent, Full time
Be the first to apply
Customer Experience Manager 12 Month FTC
At M&G our vision is: to become the best loved and most successful savings and investment business and we're looking for people who are excited about joining us on our journey. We're digitally transforming and investing heavily in technology and innovation to develop new and improved customer propositions that really raise the bar for our customers. To help us achieve our vision we're looking for exceptional people who live our values and behaviours and who can inspire others; embrace change; deliver results and keep it simple.

We know that an inclusive environment makes us more accessible and ensures we attract, engage, promote and retain exceptional people. We welcome applications from all individuals regardless of age, gender/gender identity, sexual orientation, ethnicity/nationality, disability, or military service and welcome those who have taken career breaks. We will consider flexible working arrangements or home working arrangements for any of our roles.

What you can expect from us:
We are committed to creating an environment where you can be exceptional at all you do. To help us deliver this, we promise to:
  • Challenge Your Limits by creating a stimulating working environment and providing opportunities for you to be involved in meaningful and challenging work
  • Support Your Aspirations with a commitment to learning and development that helps you achieve and build your experience with people who want you to succeed
  • Value Your Input whereby leaders and managers will involve you in key decisions, listen to your thoughts and recognise the important contribution you make
  • Balance Your Life through a work life partnership that focuses on making this an inclusive, diverse and friendly place to work and offers the flexibility and support that enables everyone to be at their best

How do we support our employees:
All M&G plc employees will be supported in the workplace through our M&G Employee Assistance Programme (EAP). If you need counselling, confidential financial or legal advice. The service is available 24 hours a day, 365 days a year and offers access to qualified professionals who can provide specialist information, advice and support on many issues. It offers a broad range of services, including help with family issues, maintaining work/life balance and mental health support.

The Role:
Customer Experience Manager

The Customer Experience Manager has responsibility for delivering our Customer Experience Strategy and prioritised areas of CX improvement agenda into practical deliverables and changes within our respective Customer Journeys. Defining and delivering a clear and well-articulated view of the end to end customer experience across product, channel and communications.

You will contribute to the identification of customer experience issues through both customer and operational insight and to overlay this across the customer journey which will be used as a platform to design interventions, improving the experience and/or a newly designed journey, both of which will need to address those issues. Importantly you will also be accountable for creating digitally designed journeys as a vehicle to drive customer adoption and a step change in the experience.

Key Work Level Accountabilities:
Manager or Expert:
  • For people managers, accountable for managing and motivating others to ensure quality of delivery to customers and stakeholders
  • For technical specialists, accountable for delivering expert advice or service, using specialist knowledge and subject matter expertise
  • Applies judgement to deliver outcomes, evaluating a range of potential solutions, considering the impact for customers, cost and risk
  • Manages conflicts that may impact delivery
  • Challenges upwards given knowledge of delivery and awareness of complex systems and the broader picture
  • Identifies and anticipates need for changes to continuously improve quality and efficiency of output
  • Manages resources and risks using expert judgment, know-how and experience

Key Responsibilities for this role:
  • To work collaboratively with colleagues and take personal accountability to maintain and enhance controls you are responsible for to support improvement of the overall control environment, customers outcomes and a reduction in M&G's operational risk
  • Customer experience activities that you will be responsible for include, but are not restricted to:
  • Mapping the 'As Is' customer journey down to a detailed level.
  • Creation and development of detailed Journey outcomes.
  • Experience design and 'to be' creation with articulation of improvements needed against business process, communications and system changes
  • Facilitation of Customer Experience/Journey Improvement Plan delivery
  • Protect the integrity of the experience through the delivery of change.

Key Knowledge, Skills & Experience:
  • Expert knowledge of Customer Experience and Journey Design
  • Industry experience
  • CX experience with key competencies \\ skills in Customer Journey mapping and Change (ie systematic change delivery through something like DMAIC, Lean , Systems thinking etc
  • Understanding and experience of how to drive customer adoption into Digital channels, along with experience of digital and omni-channel journey design, and associated initiatives and technologies.
  • Extensive experience of turning customer feedback into tangible improvement and concepts utilising customer and business feedback to identify a clear set of improvement priorities
  • Significant experience in delivering in complex, diverse, ambiguous environments, where you have inspired business change and created solutions to loosely defined business problems
  • Significant experience of managing and influencing a range of senior stakeholders and business leaders with competing interests / knowledge, providing guidance , expertise and recommendation to senior leaders
  • You will be passionate about customers and have detailed knowledge of our target customers and their needs, behaviours, instincts and experiential requirements
  • Relevant business qualification eg Customer Experience - CCXP

Work Level: Manager
Recruiter Name: Atif Ahmad
Closing Date: Thursday 13th May

We live by four behaviours at M&G and we ask all our employees to:
  • Inspire Others - Support and encourage each other, creating an environment where everyone can contribute and succeed
  • Embrace Change - Be open to change, willing to be challenged and able to adapt quickly and imaginatively to new ideas
  • Deliver Results - Focus on outcomes, set high standards and deliver with energy and determination
  • Keep it Simple - Cut through complexity and bureaucracy, be clear and decisive and never overcomplicate things
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