Client Experience (CX) Analyst

London - UK

Monthly Salary: Not Disclosed

Posted on: 2 days ago

Vacancies: 1 Vacancy

Job Summary

Our purpose is to give everyone real confidence to put their money to work. With a heritage dating back more than 175 years we have a long history of innovation in savings and investments combining asset management and insurance expertise to offer a wide range of solutions.

Our two distinct operating segments Asset Management and Life work together to provide access to balanced long-term investment and savings solutions.

Through 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

We are looking for a confident individual with a positive outlook a can-do attitude and a strong aspiration to progress. The ideal candidate approaches challenges with curiosity and creativity asking:How can this be done betterThey willdemonstratea powerful desire to learn and a genuine interest in business technology and the financial services industry.

Applicants who succeed with us are self-motivated capable of building andmaintainingstrong relationships and thrive in collaborative environments. An inquisitive nature and a willingness to challenge the status quo are essential.

This is an exciting opportunity for an experienced professional to join M&GsMarketing &Client Experience (CX) team as aCX Analyst. The role offers exposure to senior stakeholders and cross-functional teams making it an excellent platform for career progression withinClientExperience

Purpose of the Role

The CX Analystis responsible fordriving continuous improvement across the Client Experience function by providing deep analysis of end-to-end client journeysidentifyingstrategic opportunities for optimisation and delivering actionableinsights/ reports. The role also ensures robust risk and control oversightwithin CXmaintainingcompliance with regulatory and internal standards across client experience processes.

Key Responsibilities:

The role encompasses three key areas of responsibility:

Client Experience Analysis & Delivery

Risk & Control Governance

Project Leadership & Execution

Client Experience Analysis & Delivery

Take ownership of analysing client journeyspinpointingchallengesandidentifying / supportingimprovement opportunities.

Create and provide regular reporting and insights to the Chief Marketing Officer on CX performance trends and improvement opportunities.

Act as a central liaison between teams involved in theCXclient journeys fostering collaboration and alignment on CX priorities.

Supporting leadership within Marketingand CXdevelop andmaintaina firm-wide CX framework ensuringconsistent engagement across all contributing teams

Risk & Control Governance

Proactivelymonitorkey controlswithin CX document risks andsupportremediation actions to mitigate operational risk.

Produce structured reporting on control status risk indicators and issue resolutionwithin CX.

Project Leadership & Execution

Supportthe planning and delivery ofwiderCX-related projects including process optimisation and technology enhancements.

Key Skills Knowledge & Experience:

Experience in financial services or consulting ideally with exposure to client experience operations or risk management.

Strong analytical skills with the ability to interpret dataidentifytrends andprovideactionable insights.

Excellent communication and stakeholder management skills; able to influence and collaborate effectively.

Highly organised with strong project management capabilities and attention to detail.

Proficiencyin Microsoft Office; experience with CX or risk reporting tools isadvantageous.

A proactive curious mindset with a genuine interest in business technology and financial services.

Recruiter: Hannah Curtis

What we offer:

At M&G were committed to helping you thrive and supporting your wellbeing both at work and beyond. Our benefits are designed to help you balance your professional and personal life while planning confidently for your future. Our UK benefits include:

As a savings and Investments firm we are proud to offer a valuable pension scheme of 18% with 13% made up of Employer Contributions and 5% Employee Contributions. We also offer Share Save and our Share Incentive Plan together with access to financial wellbeing and support services - to help give you real confidence to put your money to work.
Enjoy 38 days annual leave including bank holidays with the opportunity to purchase up to 5 extra days and additional flexibility through our Time Off When You Need It policy to balance your work and personal commitments.
Our market leading Inspiring Families policy includes comprehensive support and paid parental leave covering maternity adoption surrogacy and paternity leave - as supporting families is a core aspect of our inclusive culture.
Health & Protection cover including Private Healthcare Critical Illness cover and Life Assurance for you with family options - for peace of mind.

To explore more about life at M&G and our full benefits offering visit Life at M&G

We have a diverse workforce and an inclusive culture at M&G 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.

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

Required Experience: