Customer Journey Owner

Stirling, Scotland, United Kingdom

8/13/2025

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.

Customer Journey Owner

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 Customer 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.

It’s a senior role, needing a strategic thinker with the proven ability to influence and manage stakeholders. You’ll be working in a collaborative environment across the wider team, alongside operations and our outsourced suppliers. You’ll bring a best-in-class methodology to manage and deliver transformational change and consistent and effective customer service outcomes for our business and customers.

Using customer led insight, expert knowledge of business processes and sector best practice, you’ll be responsible for identifying, developing, prioritising and managing a portfolio of journey improvement initiatives. You’ll be defining and delivering improved future state customer journeys and effective outcomes that address our customer and commercial targets.

Key Responsibilities for this role:

• 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
  
  

Key Knowledge, Skills and Experience:

• 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. Extensive experience in defining and delivering effective omni-channel journey design, journey improvement programmes and tracking against financial and non-financial KPIs
• 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
  
  

Work Level: Manager / Expert

Recruiter Name: 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]