Communications Delivery Consultant

At M&G our purpose is to give everyone real confidence to put their money to work. As an international savings and investments business with roots stretching back more than 170 years, we offer a range of financial products and services through Asset Management, Life and Wealth. All three operating segments work together to deliver attractive financial outcomes for our clients, and superior shareholder returns.

Through our behaviours of telling it like it is, owning it now, and moving it forward together with care and integrity; we are creating an exceptional place to work for exceptional talent.

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: Communications Delivery Consultant

This is a role for a customer communications expert, with a focus on creating and delivering excellent, compelling communications for both new and existing customers. Working within a team who have accountability for all customer communications, the role holder will be accountable for the creation and delivery of new communications and delivery of change to our suite of communications – driven by new propositions, propositional change or improvement focused change.

Key Responsibilities:

• Lead Communications work-streams as part of change initiatives, creating and delivering excellent and compelling customer communications.

• Support the successful delivery of new products and propositions, and other change initiatives requiring customer communications.

• Create and deliver customer communication in support of any ongoing regulatory and legislative change, as well as breach and remediation activities.

• Create and deliver targeted, one-off customer communications supporting ongoing product and proposition changes.

• Drive digital adoption – through customer campaigns, digitising communications and incorporating promotion of digital adoption across relevant communications

• Ultimately, deliver customer communications to support the achievement of our business priorities, deliver against business targets and support meeting our Customer Outcomes and Consumer Duty requirements.

• Responsible for delivering proactive digital adoption messages through our communications in order to drive increased online registration and self-service activities.

• To support the development of an enduring suite of templated communications which will be used to guide consistent, compelling and effective customer communications:
– A consistent set of messages to better educate and inform our customers of the benefit of dealing with us digitally
– Effective communications so that customers can quickly and easily navigate their way to the key information and undertake the correct action.
– Emotionally effective communications so we use these opportunities to build a strong ongoing relationship with customers, which ultimately increases satisfaction.
– A measurement and evaluation structure so performance and success of all communications can be tracked

• Responsible for ensuring all stakeholders across the business understand what putting ‘customer at the heart of the business’ means and evidencing its contribution towards customer KPI’s.

• To work collaboratively with colleagues and take personal accountability to maintain and enhance controls you are responsible for to support improvement of the overall control environment, customers outcomes and a reduction in M&G plc\’s operational risk.

Key Knowledge, Skills & Experience

• Strong knowledge of customer communications design and what drives customer adoption into Digital channels.

• Knowledge of the FS industry and in particular how great communications impacts customer comprehension and experience.

• Detailed knowledge of our target customers and their needs, behaviours, instincts and experiential requirements.

• Detailed knowledge of operational communications and the impact these have in service environment as well as the restrictions and guidelines applied in regulated financial services industries.

• Strong attention to detail and ability to prioritise efforts

• Strong knowledge of financial services regulatory and legislative frameworks

• Strong knowledge in life and pensions propositions, markets and competitors

• Strong knowledge of the inner workings of Prudential UK&E Insurance to identify and address issues, problems or concerns in respect of our customer experience

• Strong experience of turning customer feedback into tangible improvement and concepts
• Strong experience of being able to utilise customer and business feedback to identify clear set of priorities across customer communications.
• Experience of customer communications and operational communications design.
• Experience of structured thinking and logical reasoning, and the ability to translate this through to solutions
• Significant experience in delivering complex, diverse, ambiguous messages – converting them into clear, understandable communications
• Significant experience of managing and influencing a range of senior stakeholders and business leaders with competing interests / knowledge
• Strong communication skills at all levels, and comfortable providing guidance, expertise and recommendations
• Experience of driving initiatives forward and successfully delivering against demanding targets within a rapidly changing environment

• Passionate about delivering the right outcomes for customer.
• Strong communication skills – both written and verbal
• Analytical mind-set
• Delivery focused with logical approach to problem solving and prioritisation
• A creative attitude whilst focused on pragmatic solutions
• Commercial acumen and strong strategic decision making
• Strong leadership skills and ability to take groups of people with you to deliver to a common agenda.
• Excellent stakeholder management and effective influencing skills at a snr level.
• Flexible and fast learning

Work Level: Experienced Colleague

Recruiter: Phoebe Ewers

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, 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. Being a Disability Confident Leader means that candidates who meet the minimum criteria of a job, will be offered an interview if they \’opt in\’ to the scheme when applying.

Ifyou need assistanceor an alternative means of applying for a role due to a disability or additional need,pleaselet usknow by contacting us at:

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