At a Glance
- Tasks: Lead customer insight and analysis to enhance service quality and drive improvements.
- Company: Join a historic financial services company with a commitment to integrity and innovation.
- Benefits: Flexible working arrangements, inclusive culture, and opportunities for professional growth.
- Other info: Diverse and inclusive workplace with support for all employees.
- Why this job: Make a real impact on customer experience while leading a dynamic team.
- Qualifications: Experience in customer insight, complaints analysis, and strong leadership skills.
The predicted salary is between 36000 - 60000 £ per year.
Senior Manager Customer Operations Insight & Analysis
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: Senior Manager Customer Operations Insight & Analysis
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.
In this role, you will own the development and delivery of actionable customer insight and root cause analysis (RCA), across the Customer Service Directorate. You will manage a team responsible for generating insight from complaints, contact and back office transactions, as well as contact analytics, voice of the customer and the voice of our colleagues, ensuring that regulatory obligations are met and that insights drive meaningful service improvements.
Key Responsibilities
- Insight & RCA Oversight - lead and govern RCA and insight generation across complaints, contact and back office transactions for the in-house operation, ensuring consistency, quality, and alignment with M&G standards.
- Process Mapping & Discovery - commission and oversee process mapping activities to support RCA, complaints analysis, and operational change.
- Impact assess changes - develop mechanisms to validate and measure the impact of improvement initiatives.
- Regulatory & Supplier Reporting - own FCA complaints reporting for all M&G complaints, ensuring accuracy, timeliness, quality and compliance.
- Team Leadership – lead a team of insight and analysis professionals, providing coaching, development, and performance oversight.
- Governance & Collaboration - collaborate with peers, senior leaders and wider governance forums to ensure RCA and insight inform strategic and operational decision-making.
Key Knowledge, Skills & Experience
- Proven experience in complaints RCA, customer insight, and regulatory reporting within financial services.
- Strong understanding of FCA complaints regulations, Consumer Duty, and supplier governance.
- Experience managing speech analytics platforms and integrating insights into RCA and reporting.
- Skilled in commissioning and overseeing process mapping and discovery activities.
- Strong leadership and stakeholder engagement capabilities.
- Ability to translate complex data into clear, actionable recommendations.
- Strong understanding of complaints, contact and back office operations and their impact on customer outcomes.
- Skilled in translating complex data into actionable insight and compelling customer narratives.
- Ability to work across in-house and outsourced delivery models.
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.
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
Senior Manager Customer Operations Insight & Analysis in Stirling employer: M&G
M&G plc is an exceptional employer that fosters a culture of integrity, collaboration, and inclusivity, making it an ideal place for talented individuals to thrive. With over 170 years of experience in the financial sector, we offer flexible working arrangements and robust support for employee growth, ensuring that our team members can effectively contribute to our ambitious goals while enjoying a fulfilling work-life balance. Our commitment to diversity and being a Disability Confident Leader further enhances our workplace, providing unique advantages for all employees.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Manager Customer Operations Insight & Analysis in Stirling
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their values and how they align with yours. This will help you answer questions confidently and show that you're genuinely interested in the role.
✨Tip Number 3
Practice your storytelling skills! Be ready to share specific examples of your past experiences that demonstrate your skills and achievements. This makes you memorable and shows how you can add value to the team.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re serious about joining our awesome team at M&G.
We think you need these skills to ace Senior Manager Customer Operations Insight & Analysis in Stirling
Some tips for your application 🫡
Tailor Your CV:Make sure your CV speaks directly to the role of Senior Manager Customer Operations Insight & Analysis. Highlight your experience in complaints RCA and customer insight, and don’t forget to mention any relevant regulatory knowledge you have!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to tell us why you're the perfect fit for this role. Share specific examples of how you've led teams or driven insights that improved customer outcomes.
Showcase Your Leadership Skills:We’re looking for someone who can lead a team effectively. In your application, give us a glimpse of your leadership style and how you've developed others in previous roles. We want to see your coaching and mentoring skills!
Apply Through Our Website:Don’t forget to apply through our website! It’s the best way to ensure your application gets to us directly. Plus, it shows you’re keen on joining our exceptional team at M&G.
How to prepare for a job interview at M&G
✨Know Your Numbers
Make sure you’re familiar with key metrics related to customer operations and insights. Brush up on your understanding of FCA complaints regulations and how they impact customer outcomes. Being able to discuss these confidently will show that you’re not just a fit for the role, but that you’re genuinely interested in the industry.
✨Showcase Your Leadership Skills
As a Senior Manager, you’ll need to demonstrate your ability to lead a team effectively. Prepare examples of how you’ve coached and developed team members in the past. Highlight any successful projects where your leadership made a significant impact, especially in generating actionable insights from data.
✨Be Ready to Discuss Process Mapping
Since process mapping is a key responsibility, come prepared to talk about your experience in commissioning and overseeing these activities. Think of specific instances where your process mapping led to operational improvements or enhanced customer experiences, and be ready to share those stories.
✨Engage with the Company Culture
M&G values integrity and collaboration, so it’s important to align your answers with their company culture. Research their behaviours and think about how your own values match up. Be ready to discuss how you can contribute to creating an exceptional workplace and how you’ve done this in previous roles.
