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For Companies At a Glance
- Tasks: Analyse customer complaints and insights to improve service and enhance customer experience.
- Company: Join M&G plc, a leading savings and investments firm with a rich heritage.
- Benefits: Enjoy 38 days annual leave, a generous pension scheme, and flexible working options.
- Why this job: Make a real impact by improving customer outcomes and driving meaningful change.
- Qualifications: Experience in complaints handling and strong analytical skills required.
- Other info: Inclusive culture with support for diverse communities and career growth opportunities.
The predicted salary is between 36000 - 60000 £ per year.
Our purpose is to give everyone real confidence to put their money to work. With a heritage dating back more than 175 years, we have a long history of innovation in savings and investments, combining asset management and insurance expertise to offer a wide range of solutions. Our two distinct operating segments, Asset Management and Life, work together to provide access to balanced, long-term investment and savings solutions.
The Role: Customer RCA & Contact Insight Analyst
M&G Life in its current form was created in October 2024 with the merger of what was formerly the closed book operation and the M&G Wealth Business (open book). M&G Life now covers over 5 million customers with more than £300 Bn invested across all of its products and wrappers and has an ambitious growth plan for 2025 and beyond. M&G Life operations work with a number of partners including Equiniti, Diligenta, Waystone, Paragon, Willis Towers Watson, as well as M&G Global Services supporting our in-house operation. M&G Life also has international presence with teams in Ireland and Poland, using a mix of insourcing and outsourcing service operations to sell to domestic and international markets.
As an RCA Analyst, you will be responsible for identifying the root causes of customer complaints and contact across M&G's customer service channels. Your work will fulfil regulatory obligations to the FCA and support continuous improvement by providing actionable insight and recommendations for change. You will analyse complaints and contact data from voice, secure message, and back office functions, identifying patterns and drivers that impact customer experience. You will work closely with operational teams to ensure that insights are translated into meaningful service improvements. The role includes direct analysis of in-house data and oversight of RCA activity performed by outsourced partners, ensuring consistency and alignment with M&G standards.
Key Responsibilities
- Perform RCA on in-house complaints to identify systemic issues, trends, and customer pain points.
- Analyse reasons for contact across voice, secure message, and back office functions to understand customer behaviour and reduce avoidable demand.
- Oversee RCA activity conducted by outsourced partners, ensuring quality, consistency, and regulatory compliance.
- Ensure RCA outputs meet FCA expectations and support Consumer Duty obligations.
- Collaborate with operational teams and journey owners to translate RCA findings into recommendations for change.
- Track and report on RCA themes and contact drivers, supporting the development of dashboards and insight packs.
- Support the validation and measurement of improvement initiatives linked to RCA and contact reduction.
- Contribute to the continuous improvement of RCA processes and methodologies.
- Engage with stakeholders across the business to ensure RCA insight informs prioritisation and decision-making.
Knowledge, Skills & Experience
- Experience in complaints handling, RCA, or customer insight within a regulated environment.
- Strong analytical skills with the ability to identify patterns and root causes from qualitative and quantitative data.
- Understanding of FCA complaints regulations and Consumer Duty principles.
- Familiarity with contact centre operations and contact channel behaviours.
- Ability to translate complex findings into clear, actionable recommendations.
- Experience working with both in-house and outsourced operations.
- Strong communication and stakeholder engagement skills.
- Experience with insight reporting tools and dashboards is desirable.
- Proactive, detail-oriented, and committed to improving customer outcomes.
What we offer
At M&G, we're committed to helping you thrive and supporting your wellbeing, both at work and beyond. Our benefits are designed to help you balance your professional and personal life, while planning confidently for your future. Our UK benefits include:
- A valuable pension scheme of 18%, with 13% made up of Employer Contributions and 5% Employee Contributions.
- Share Save and our Share Incentive Plan, together with access to financial wellbeing and support services.
- 38 days annual leave including bank holidays, with the opportunity to purchase up to 5 extra days.
- Market leading Inspiring Families policy includes comprehensive support and paid parental leave.
- Health & Protection cover including Private Healthcare, Critical Illness cover and Life Assurance for you, with family options.
We have a diverse workforce and an inclusive culture at M&G, 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.
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: careers@mandg.com
Customer RCA & Contact Insight Analyst - M&G plc. in Stirling employer: Jobs via eFinancialCareers
Contact Detail:
Jobs via eFinancialCareers Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer RCA & Contact Insight Analyst - M&G plc. in Stirling
✨Tip Number 1
Network like a pro! Reach out to current or former employees at M&G plc on LinkedIn. A friendly chat can give us insider info about the company culture and maybe even a referral!
✨Tip Number 2
Prepare for the interview by diving deep into M&G's values and recent news. We want to show that we’re not just interested in the role, but also in how we can contribute to their mission of helping customers with their investments.
✨Tip Number 3
Practice common interview questions, especially those related to customer insights and complaints handling. We should be ready to share specific examples from our past experiences that highlight our analytical skills and problem-solving abilities.
✨Tip Number 4
Don’t forget to follow up after the interview! A quick thank-you email can keep us fresh in the interviewer's mind and shows our enthusiasm for the role. Plus, it’s a great chance to reiterate why we’re a perfect fit for the team!
We think you need these skills to ace Customer RCA & Contact Insight Analyst - M&G plc. in Stirling
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Customer RCA & Contact Insight Analyst role. Highlight your experience in complaints handling and customer insight, and show how your skills align with M&G's mission of improving customer outcomes.
Showcase Your Analytical Skills: Since this role is all about identifying patterns and root causes, don’t forget to include examples of your analytical prowess. Use specific instances where you've successfully analysed data to drive improvements or solve problems.
Be Clear and Concise: When writing your application, keep it straightforward. Use clear language and avoid jargon. Remember, we want to see how you can translate complex findings into actionable recommendations, so demonstrate that skill right from the start!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets the attention it deserves. Plus, you’ll find all the details you need about the role and our company culture there!
How to prepare for a job interview at Jobs via eFinancialCareers
✨Know Your RCA Basics
Before the interview, brush up on your understanding of Root Cause Analysis (RCA) and how it applies to customer complaints. Familiarise yourself with common methodologies and be ready to discuss how you've used them in past roles.
✨Understand FCA Regulations
Since this role involves compliance with FCA regulations, make sure you know the key principles of Consumer Duty and how they relate to customer service. Being able to articulate this knowledge will show that you're serious about the responsibilities of the position.
✨Prepare Real-Life Examples
Think of specific instances where you've identified patterns in customer behaviour or resolved complaints effectively. Use the STAR method (Situation, Task, Action, Result) to structure your responses, making it easy for the interviewer to follow your thought process.
✨Engage with Stakeholders
This role requires collaboration with various teams, so be prepared to discuss how you've successfully engaged with stakeholders in the past. Highlight your communication skills and any tools you've used to present insights or recommendations clearly.
