Customer Experience Manager

Edinburgh, Scotland, United Kingdom

7/1/2025

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: Customer Experience Manager

The Customer Experience Manager will play a pivotal role within our newly formed Centre of Excellence.

The role holder will focus on delivering Customer Engagement strategies and associated CX deliveries to ensure the delivery of good customer outcomes and support our growth and retention targets.

The individual will support activity undertaken by the Vulnerable Customer Manager to ensure our Journeys are meeting the needs of all customers, including Vulnerable Customers, and support implementation of the Vulnerable Customer Framework and associated RACI.

Responsibilities:

• Understand, develop and maintain the frameworks that determine our customer experience ambitions and how they will support good customer outcomes alongside the growth and retention ambitions of the business
• Support the CX centre of excellence in our response to the evolving Advice Guidance Boundary Review, and the journey wide implementation of changes required
• Identify and execute customer engagement plans that deliver growth, retention and lead generation targets. This includes design and implementation of tools that allow us to better identify and meet customer needs, e.g. segmentation, propensity modelling, persona management and mapping, customer lifetime value and “next best action” strategies.
• Where appropriate work with the wider business to understand how we are using, or could use, innovation to improve how we serve the customer and deliver our experience goals, including adoption of AI. Ensure delivery of these approaches align to our customer experience goals and support delivery of good customer outcomes
• Support delivery of business cases for these deliveries and associated analysis, tracking and reporting of benefits.
• Use rich insight and competitor intelligence to drive our approach to growth and retention activity
• Support Vulnerable Customer Manager on activity to embed Vulnerable Customer Regulations and Policy delivery of M&G’s VC framework that defines delivery responsibility and the RACI aligned to it.
  
  

Desired Experience:

• Delivery of cross channel engagement strategies within a financial services environment with specific focus on digital channels
• Strong understanding of our product base, market and competitor environment, and our strategy to grow the business
• Product knowledge and product development experience within financial services
• Vulnerable Customer regulatory environment
• Experience of defining and implementing customer experience frameworks and ensuring benefit delivery through their use
• Customer Experience reporting and Insight development and management
• Experience of developing Growth and retention led business cases within change & transformation programmes including defining and establishing benefit tracking approach.
• Expert ability to translate complex and multiple data sources into impactful and impressive conclusions and communicate these effectively.
• Experience of structured thinking and logical reasoning, and the ability to translate this through to solutions
• Experience of driving initiatives forward and successfully delivering against demanding targets within a rapidly changing environment
• Collaborative contributor – ability to work effectively and collaboratively in the delivery of team and business aims
  
  

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.

If you need assistance or an alternative means of applying for a role due to a disability or additional need, please let us know by contacting us at: [email protected]