Journey Communications Owner

At M&G our purpose is to give everyone real confidence to put their money to work.As an international savings and investments business with roots stretching back more than 170 years we offer a range of financial products and services through Asset Management Life and Wealth. All three operating segments work together to deliver attractive financial outcomes for our clients and superior shareholder returns.

Through our behaviours of telling it like it is owning it now and moving it forward together with care and integrity; we are creating an exceptional place to work for exceptional talent.

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

This 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 commercial KPIs e.g. cost reduction through paper reduction. 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 positively impacting 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 be passionate 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: Phoebe Ewers

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 disability or long term condition 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.

M&G is also proud to be a Disability Confident Leader and we welcome applications from candidates with long-term health conditions disabilities or neuro-divergent conditions. Being a Disability Confident Leader means that candidates who meet the minimum criteria of a job will be offered an interview if they opt in to the scheme when applying.

Ifyou need assistanceor an alternative means of applying for a role due to a disability or additional needpleaselet usknow by contacting us at: