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Customer Journey Improvement Consultant

M&G plc.
Stirling, United Kingdom
Closing date
Oct 23, 2023

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Job Function
Investment Advisor/Consultant
Industry Sector
Finance - General
Employment Type
Full Time
At M&G our purpose is to help people manage and grow their savings and investments, responsibly. As a business, we are continuing to take steps towards a sustainable future, delivering better long-term solutions for our customers and clients and identifying new opportunities to make a positive impact for our environment and communities . To help us achieve our vision we're looking for exceptional people who live our values of care and integrity and who can inspire others; embrace change; deliver results and keep it simple.

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 Journey Improvement Consultant
Location: Sitrling/ Edinburgh (Hybrid/ work from home)

At the heart of our transformation is the outcome and experience we provide our customers and distributors. The role of Journey Improvement Delivery Consultant is critical in leading improvement to our customers journeys so that we meet regulatory, commercial and customer expectations.

Day to day activities include but are not limited to:
  • Identification of opportunities for improvement through the detailed journey analysis, working with the relevant Journey Owner and Improvement Manager
  • Detailed definition and design of improvement solutions including business requirements
  • Lead and oversee delivery of initiatives into the operational environment and support the operation to undertake operational readiness so changes land effectively and safely
  • Support the operational areas to ensure the changes are embedded effectively and benefits realised as planned

Key Knowledge, Skills & Experience:
  • Personal Mastery. Strong self-awareness and understanding of yourself in relation to the change dynamic.
  • Business Mastery. Understanding of Life and Pensions products, regulations (including Consumer Duty), customer experience and servicing. Detailed knowledge of our customers and their needs, behaviours, instincts and experiential requirements
  • Change Mastery. Expert knowledge of change management processes and techniques. Knowledge of process excellence and re-engineering methodologies e.g., six sigma, systems thinking and processes/techniques within these e.g., value stream mapping, RCA etc.
  • Journey Improvement Mastery. Working Knowledge of Customer Journey Design with a strong understanding of the critical customer expectations in a service industry
  • Personal Mastery. Strong self-awareness and understanding of yourself in relation to the change dynamic.
    • Edge. Willingness to be brave, look for and deliver innovative and radical solutions.
    • Energy and Energise. Brings personal energy to role so increasing change momentum.
    • Execute. Doesn't admire the problem, gets on and solves it. Sleeves rolled up, completer finisher.
    • Purpose. Clarity of focus. Able to prioritise and build change roadmaps to deliver to what matters for customers.

Work Level: Experienced Colleague

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 or disability 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.

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