Customer Journey Owner - Life & Pensions

Reading, United Kingdom
17 May 2023
07 Jun 2023
Job Function
Industry Sector
Finance - General
Employment Type
Full Time
M&G have a vision to become the best loved and most successful savings and investment business. They are looking for people who are excited about joining them on their journey. They are digitally transforming and investing heavily in technology and innovation to develop new and improved customer propositions that really raise the bar for their customers. To help them achieve their vision they're looking for exceptional people who live their values and behaviours and who can inspire others; embrace change; deliver results and keep it simple.

Purpose of the Role:

As a Customer Journey Owner you'll be accountable for customer journey performance and all journey related KPIs though operational, customer and risk lenses. You'll report into the Head of Journey Management and be responsible for the identification, creation and prioritisation of journey improvement plans. You will be the guardian of several end-to-end customer journeys that each make a fundamental difference to our customers lives.

As a Customer Journey Owner you will be responsible for:
  • Accountable for one or more customer journeys that are designed and delivered in a way that aligns to our CX strategy and meets customers' expectations.
  • Accountable for managing journey reporting, setting journey performance targets and influencing key stakeholders to support the delivery of these.
  • To proactively use actionable insights to conduct and enlist analytical support to identify areas of opportunity to improve the experience over and above the removal of dissatisfaction.
  • Accountable for the performance of our journey digitisation programme and the achievement of self-serve performance leading to reduction in calls and paper across the Heritage business.
  • To manage the day-to-day journey KPI frameworks so that performance can be measured, and the integrity of the end-to-end journey is maintained.
  • Leading cross functional teams in the mapping of 'as is' and 'to be' journeys. Getting agreement on a tactical and strategic initiatives underpinned by insight and data lead business cases, to ensure improvement priorities deliver the desired outcomes. Work with the improvement team to ensure a pragmatic delivery of initiatives.
  • Inputting to and support of our customer journey management methodology; Ability to define and clearly articulate your vision for journeys including the to be states, so the business has a clear view of the desired customer experience.
  • To quantify costs and benefits of business cases for specific Customer Journey initiatives and facilitate the approval and sign off of investment via Senior Management / governance structure.

What we require from the candidate:
  • Advanced knowledge and experience of multi-channel distribution and customer led transformation in a complex and regulated financial services environment (specifically life and pensions) or service environment.
  • Advanced knowledge of customer and journey improvement programme construction and business case development.
  • Strong experience in understanding customer needs, behaviours and experiential requirements. And the expert ability to decipher the 'big' picture from multiple data sources into actionable insight, resulting in impactful conclusions and tangible customer outcomes.
  • Knowledge and experience of digital experience in delivering omni-channel journey improvement programmes and knowledge of digital experience and UX design and development improvements.
  • Excellent communication skills, and ability to convey effective recommendations through written and verbal methods to senior stakeholders and leadership teams.

If you are interested in applying for this position and meet the criteria, please click the link to apply and we will be in touch with you in due course.

The IR35 status of this assignment will be assessed following the selection process and prior to confirmation of assignment offer.

'At M&G Diversity and Inclusion is a strategic objective. 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/nationally, disability, or military service and welcome those who have taken career breaks. We will consider flexible working arrangements for any of our roles.'

AMS, a Recruitment Process Outsourcing Company, may in the delivery of some of its services be deemed to operate as an Employment Agency or an Employment Business
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