Journey Communications Owner

☞ M&G plc

View: 102

Update day: 07-05-2024

Location: Stirling Scotland

Category: Sales

Industry: Financial Services Investment Management

Job type: Full-time

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Job content

At M&G our purpose is tohelp 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.Journey Communications OwnerThe role of Journey Communications Owner is pivotal in ensuring we have coherent and effective customer communications, that support our existing customers and service offering.The Journey Communications Owner is a senior role within the Communications team, responsible for setting the direction of and transforming our existing customer and adviser communications experience. Tasked with developing and delivering a compelling and consistent communications strategy. Responsible for setting our improvement priorities and working across the business to deliver cross journey improvement programmes of activity focused on strategic priorities.The role holder will work with stakeholders across the business, including operations and outsourced partners, to plan and deliver the change programme. Once delivered they’ll monitor the outcomes.Key Responsibilities for this role:
  • To own, gate keep and lead our customer journey communications strategy – accountable for defining the overall strategy, messaging and content. To provide customers with the right information, delivered in a consistent, integrated and relevant way
  • Accountable for all journey and operational communications for the respective journeys owned. You’ll work with Journey Owners to influence the wider journey experience for all things relating to communications and contact. Ensuring all communications and touch points deliver the most effective customer journey/process/experience
  • Develop, manage and deliver a portfolio of tactical and strategic customer experience communication initiatives, using customer led insight, expert knowledge of business processes and best practice
  • Compiling business cases to support change program – customer impact, commercial justification, improvement to customer satisfaction and other KPI’s
  • Identifying and understanding the root cause of journey communication issues. Prioritising and delivering enhancements to get the best impact on overall customer satisfaction performance
  • Ownership of journey and operational collateral ensuring there’s a clear catalogue, version control and appropriate approval maintained
  • Build and maintain effective working relationships across our business (including 3rd parties) and use these to facilitate change
Key Knowledge, Skills & Experience:
  • Expert knowledge of and experience in Customer Journey and Operational Communications design. What drives customer behaviour and how great communications impact customer comprehension and experience
  • Knowledge of the Financial Services industry and how restrictions and guidelines are applied to communications
  • Detailed knowledge of target customers - their needs, behaviours, instincts and experiential requirements
  • Strong experience of being able to utilise customer and business feedback to identify a clear set of priorities across communications and turn them into tangible improvements
  • Experienced in developing and delivering fully integrated communication change programmes
  • Significant experience in delivering complex, diverse, ambiguous messages.
  • Experience of structured thinking and logical reasoning to convert this information into clear, understandable communications
Work Level: Manager / ExpertRecruiter Name: Amy CurtisLocation: Stirling or Reading (flexible / hybrid working)Closing Date: 29/03/2023We 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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Deadline: 21-06-2024

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