Customer Intelligence Manager – 6 Month FTC

Reading, Oxfordshire
M&G plc.
At M&G our vision is: to become the best loved and most successful savings and investment business and we’re looking for people who are excited about joining us on our journey. We’re digitally transforming and investing heavily in technology and innovation to develop new and improved customer propositions that really raise the bar for our customers. To help us achieve our vision we’re looking for exceptional people who live our values and behaviours and who can inspire others; embrace change; deliver results and keep it simple.

We know that an inclusive environment makes us more accessible and ensures we attract, engage, promote and retain exceptional people. We welcome applications from all individuals regardless of age, gender/gender identity, sexual orientation, ethnicity/nationality, disability, or military service and welcome those who have taken career breaks. We will consider flexible working arrangements or home working arrangements for any of our roles.

What you can expect from us:
We are committed to creating an environment where you can be exceptional at all you do. To help us deliver this, we promise to:

• Challenge Your Limits by creating a stimulating working environment and providing opportunities for you to be involved in meaningful and challenging work
• Support Your Aspirations with a commitment to learning and development that helps you achieve and build your experience with people who want you to succeed
• Value Your Input whereby leaders and managers will involve you in key decisions, listen to your thoughts and recognise the important contribution you make
• Balance Your Life through a work life partnership that focuses on making this an inclusive, diverse and friendly place to work and offers the flexibility and support that enables everyone to be at their best

How do we support our employees:
All M&G plc employees will be supported in the workplace through our M&G Employee Assistance Programme (EAP). If you need counselling, confidential financial or legal advice. The service is available 24 hours a day, 365 days a year and offers access to qualified professionals who can provide specialist information, advice and support on many issues. It offers a broad range of services, including help with family issues, maintaining work/life balance and mental health support.

The Role:

Our business is under-going significant transformation as we shift from providing a broadly intermediated, product-based offering to one that creates market leading, customer led propositions sold through multiple channels with a strong focus on mobile and digital. This is a fundamental shift in how we deliver our service today.

Our vision is to simplify, enable and upgrade our end to end service for existing customers and as a result is investing heavily in new technologies, a complete transformation of our operating environment in order to deliver market leading propositions and experiences to its advisers, employers and end customers. At the heart of this is the outcome and experience we provide to our “customers”, the role of the Insight team is pivotal in ensuring that we deliver a compelling and consistent Customer Experience Strategy with supporting improvement agenda which is owned and delivered across the business. The Insight team exists to inspire, organise and drive our business in the delivery of consistently great outcomes for our customers.

This is a 6 month fixed term contract role which has come about to cover temporary leave of existing Customer Intelligence Manager.

As a Customer Intelligence Manager, your role will be focused on the delivery of a new Voice of the Customer (VOC) and Voice of the Adviser (VOA) infrastructure. This includes understanding the scope and design of the new programme, working with multiple stakeholders and internal teams to develop and build questionnaires, investigate existing data and refine sampling strategies and scope to reflect available data, deliver an automated data process to drive surveys, and set up all survey infrastructure on Qualtrics, managing the entire process through launching of multiple surveys. This work will include contractual and budget management, stakeholder management around the new infrastructure, development of robust documentation, and ongoing reporting of programme delivery to milestones calling out risks and proactively delivering options where challenges arise during the build. Once launched, building the Dashboard infrastructure associated to the new infrastructure and development of offline reporting that fits into the existing VOC reporting suite.

While the role will be predominantly focused on delivery of the new VOC and VOA programmes, there will also be responsibilities for delivering customer and adviser intelligence from a range of data (e.g. survey data, complaints, call demand etc). Therefore, experience of and expertise in managing analytical projects is critical.

The role holder must have substantial experience of building and project managing large scale tracking surveys, utilising an inhouse survey system such as Qualtrics, Confirmit or Medallia. This individual should possess strong quantitative, data and statistics background. This role will be within the Insight team and will be a single resource that will coordinate and deliver the new VOC and VOA infrastructure over the next 6 months, the role will require influencing skills to gain support from various teams across the business.

To be successful, you must have a developed knowledge and proven experience of hands on design, build and launch B2B and B2C tracking surveys ideally utilising Qualtrics software. Experience of working in a financial institution would be beneficial or experience in a regulated business.

You Will:

• Expand the coverage of the existing VoC ecosystem , incorporating new areas of the business, customer types and journeys. Developing a detailed understanding of the customer data held, working with internal teams to mobilise this into a survey trigger. Design build and launch surveys from designing surveys, building then in Qualtrics, mapping and merging the survey data with existing survey data and designing the dashboard and insight reporting
• Work with the Customer Insight Manager to ensure the programme delivers to agreed scope and design.
• Work with the other Insight Managers to ensure that any new infrastructure is passed into the BAU insight team.
• Implement robust governance and controls in relation to the new VoC and VOA infrastructure . This is to include documenting processes and infrastructure as we as reconciling data inconsistencies.
• Deliver customer and adviser intelligence by analysing data from across difference sources.
• Act as a senior team member within insight in accordance with M&G’s standards for performance management and development to deliver against the Customer Experience and Journey Improvement team business objectives and overall customer services strategy

You Will Also Have/Be Able to :

• Investigate and reconcile data inconsistencies, ensuring that we have a robust and resilient view of customer data.
• Design questionnaires and program these into our VoC system, including mapping and merging this new data with existing data .
• Create reporting dashboards and insight reporting
• Expert knowledge and experience in setting up and managing a variety of research methodologies and customer feedback solutions through which to conduct customer research and testing
• Strong quantitative and analytical mindset, with good statistics background and experience developing sampling strategies.
• Manage and own the ongoing evolution of our insight solutions in line with our business transformation, changing feedback mechanisms to remain relevant and accurate
• Create project roadmaps with key milestones that can be shared and then used to deliver against for VoC implementation

Personal Attribute/Skills:

• Passionate about understanding the customer
• Passionate about delivering the right CX and outcomes for customer.
• Analytical mind-set (essential)
• Delivery focussed with logical approach to problem solving and prioritisation
• A creative attitude whilst focused on pragmatic solutions
• Passionate about customer outcomes and creating the environment for them to be delivered (essential)
• Good relationship management skills
• Strong project management skills
• Flexible and fast learning (essential)
• Clear communication skills (essential)

Location: Flexible on location
Closing Date: 14/12/21
Recruiter: Beth Eckersley

We live by four behaviours at M&G and we ask all our employees to:

• Inspire Others – Support and encourage each other, creating an environment where everyone can contribute and succeed
• Embrace Change – Be open to change, willing to be challenged and able to adapt quickly and imaginatively to new ideas
• Deliver Results – Focus on outcomes, set high standards and deliver with energy and determination
• Keep it Simple – Cut through complexity and bureaucracy, be clear and decisive and never overcomplicate things