At a Glance
- Tasks: Monitor customer outcomes and ensure quality in customer experience.
- Company: Join a leading savings and investments firm with over 175 years of innovation.
- Benefits: Enjoy 38 days annual leave, a generous pension scheme, and health cover.
- Other info: Inclusive culture welcoming diverse backgrounds and flexible working arrangements.
- Why this job: Make a real impact on customer satisfaction and help shape exceptional experiences.
- Qualifications: Experience in customer operations or complaints, with strong analytical skills.
The predicted salary is between 30000 - 40000 £ 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.
This colleague‑level role sits within the Service & Customer Outcomes Oversight pillar and focuses on customer outcomes, quality and complaint‑related oversight within outsourced operations. To oversee customer outcomes and customer experience indicators, ensuring Consumer Duty expectations are met and that risks of customer harm are identified, escalated and remediated.
Key Work Level Accountabilities- Monitor customer outcome indicators and ensure Consumer Duty alignment across relevant customer journeys.
- Oversee complaint‑related MI, redress and root cause themes, escalating risks of customer harm.
- Provide quality and assurance insight through sampling/QA, call listening and speech analytics where available.
- Maintain evidence of outcomes oversight and decisions.
- Customer Experience & Insight
- Review customer satisfaction (CSAT) and customer feedback outputs.
- Review interaction quality indicators (e.g. empathy MI where available).
- Identify and escalate trends indicating poor customer experience.
- Complaints oversight
- Monitor complaints MI including delays, redress and root cause analysis.
- Track FOS themes and outcomes where relevant; support FCA complaints return oversight inputs.
- Escalate any notifiable events/risks with material harm to customers.
- Quality assurance & sampling
- Conduct/coordinate sampling and QA on processes/transactions.
- Support call listening and speech analytics activity to evidence interaction quality.
- Track corrective work and effectiveness of remediation.
- Customer, conduct & Consumer Duty expectations
- Ensure oversight evidences good customer outcomes and appropriate customer support, including timeliness and fairness.
- Escalate risks of customer harm, vulnerability impacts and persistent poor outcomes.
- Evidence & assurance expectations
- Maintain complaint oversight packs, root cause themes and action tracking evidence.
- Maintain QA/sampling methodology, results and remediation evidence.
- Maintain documented decisions and escalations for customer outcome risks.
- Experience in customer operations, complaints, QA or customer insight.
- Strong analytical judgement, ability to assess evidence and identify emerging risks of customer harm.
- Understanding of Consumer Duty and customer outcomes frameworks preferred.
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:
- As a savings and investments firm we are proud to offer a valuable pension scheme of 18%, with 13% made up of Employer Contributions and 5% Employee Contributions.
- Enjoy 38 days annual leave including bank holidays, with the opportunity to purchase up to 5 extra days and additional flexibility through our Time Off When You Need It policy.
- Our market‑leading Inspiring Families policy includes comprehensive support and paid parental leave covering maternity, adoption, surrogacy, and paternity 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.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Outcomes Analyst in Bath
✨Tap into Campus Networks
If you're still in uni, don’t forget to engage with your campus's career services and attend finance-related events. Banks often do presentations and recruitment drives on campus, so put yourself out there and make use of these opportunities to show off your passion for the field.
✨Get Certified
Consider pursuing relevant certifications like the CFA or ACCA while you’re job hunting. They not only beef up your CV but also connect you with professional bodies which can lead to networking opportunities and even job openings in banking and financial services.
✨Connect on Professional Platforms
Join finance-focused groups on platforms like LinkedIn and engage in discussions. This can really help you stand out from the crowd, allowing potential employers to see your knowledge and interest in industry trends. Plus, you might stumble upon job postings shared exclusively within the group.
✨Apply Directly and Be Proactive
Don’t shy away from reaching out directly to firms like M&G. Use their websites and apply through them, but also consider following up with a polite email to express your enthusiasm. Being proactive can make a huge difference in getting noticed in the competitive financial services sector.
We think you need these skills to ace Customer Outcomes Analyst in Bath
Some tips for your application 🫡
Show Off Your Numbers!:In the banking and financial services world, quantifiable achievements are key. Make sure your CV highlights your grades in relevant subjects, any financial certifications you hold, and specific projects where you've delivered measurable results. Employers love to see how your skills translate into real-world success.
Tailor Your Cover Letter to the Role:When applying for a full-time position, your cover letter should make a direct connection between your experience and the job description. Don't just state your enthusiasm for finance—dive into how your background in banking or financial analysis sets you apart. Let your passion shine through while being specific about what you can bring to M&G.
Include Relevant Financial Software Experience:If you've worked with financial modelling tools or software like Excel, SAP, or specific analytical tools during your studies or internships, bring that up! Highlighting your proficiency can really make your application pop and show you're ready to hit the ground running in a full-time role.
Research and Reflect:Before hitting that 'apply' button on M&G's website, do a little digging. Look up their recent projects, values, and culture. Reflecting their ethos in your application can make a huge difference and show you’re genuinely interested in being part of the team!
How to prepare for a job interview at M&G
✨Brush Up on Financial Analysis Skills
Make sure you're well-versed in financial concepts and analytical techniques relevant to banking and financial services. Get comfortable with tools like Excel for modelling or financial forecasting, as technical questions in this area are common during interviews with M&G.
✨Prepare for Case Studies
Expect to tackle case studies that demonstrate your problem-solving skills in real-world banking scenarios. Familiarise yourself with the types of problems you might face—think risk assessments or investment evaluations—and be ready to articulate your thought process clearly.
✨Show Your Passion for Finance
Since this is a full-time position, employers at M&G will be keen to see your genuine interest in finance. Be prepared to discuss recent industry trends or news articles that excite you, showcasing your enthusiasm and engagement with the field.
✨Network with Industry Professionals
Before your interview, reach out to current or former M&G employees on platforms like LinkedIn. They'll offer unique insights into the company's culture and the interview process, which can give us a delightful edge in showcasing a good fit for the team.
