Client Intelligence Analyst

M&G plc.
Edinburgh, United Kingdom
17 Mar 2023
16 Apr 2023
Job Function
Industry Sector
Finance - General
Employment Type
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 clients and identifying new opportunities to make a positive impact for our environment and communities . To help us achieve our vision we're looking for exceptional people who live our values of care and integrity and who can inspire others; embrace change; deliver results 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.

Client Intelligence Analyst

We have an exciting opportunity within the Wealth Customer Experience Team for a Client Intelligence Analyst. The UK Wealth business has ambitious growth targets and customer experience is at the heart of it. As part of the customer experience team your skills will support informing and prioritising strategies to improve customer experience, operational delivery and propositional management/innovation. This role will support the on and off platform sales areas of the business.

In this role you will be an integral part of the wider Customer Experience team which is responsible for supporting Wealth to understand how we performing against the delivery of good customer experience and outcomes for our Customers. It is therefore important that the successful applicant has excellent analytical & innovative skills, has a strong stakeholder management background and is proficient in Microsoft Power BI alongside experience in preferably both financial services and customer experience analysis.

Key Responsibilities for this role:
  • Design, own and manage customer dashboards to capture an end to end view of customer outcome performance across the M&G Wealth propositions
  • Drive the existing Voice of the Customer program for Wealth and help to implement new feedback via expansion of the program
  • Present CX intelligence back to key stakeholders and senior management at senior management team meetings
  • Develop innovative and timely analysis utilising both internal and external data sources which informs compelling recommendations on customer focused strategies and improvements

Key Knowledge, Skills & Experience:
  • Experience working in CX within the Financial Industry is preferred
  • Experience within Customer Experience also desirable but not essential
  • Strong knowledge / working experience of data analysis and reporting and related tools such as Power BI / Data analysis including; requirements, data modelling, data mapping and validation
  • Good communication and stakeholder management skills

Work Level: Experienced Colleague
Recruiter: Amy Curtis
Location: Edinburgh / London (Hybrid)
Closing Date: 28/03/2023

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.