Customer Experience Manager
Posted on Apr 17, 2019 by Resource Solutions - M&G Prudential
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.
The CS&I vision 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 Customer Office 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 Customer office exists to inspire, organise and drive our business in the delivery of consistently great outcomes for our customers.
This role has responsibility for delivery of our Customer Experience Strategy in a way that delivers our customer outcomes, journey outcomes, increased advocacy and ultimately, a positive impact on business performance.
The role is responsible for translating critical areas of CX improvement agenda into practical deliverables within our Customer Journeys.
The role will define a clear and well-articulated view of the end to end customer experience journey and accompanying changes required to address current customer painpoints. This will be across product, communication and channel.
The role holder will contribute to the identification of customer experience issues through both customer and operational insight and to overlay this across the customer journey which will be used as a platform to design interventions to improve the experience and/or a newly designed journey both of which will need to address those issues.
One critical accountability will be to create digitally designed journeys as a vehicle to drive customer adoption and a step change in the experience.
The individual will be tasked with operationalising our customer experience agenda within the business. The job holder will work to continually influence and implement improvements in customer experience and across the journeys. Success will be measured through a combination of customer satisfaction and commercial KPI's for the business.
The job holder's customer experience initiatives include, but are not restricted to:
- Baseline - 'As Is' core journey maps
- Creation and development of detailed Journey outcomes.
- Experience design and 'to be' creation with articulation of improvements needed against business process, communications and system changes
- Facilitation of Customer Experience/Journey Improvement Plan delivery
- Protect the integrity of the experience through the delivery of change.
People who work at M&G Prudential agree that ours is a great place to work with a brilliant team spirit. It's also an innovative, high-performing commercial environment that's totally focused on customers. And in a fast-changing world, you'll join an organisation that's leading the way in helping customers achieve their long-term financial goals
At M&G Prudential we work hard to create an environment that enables everyone to flourish and we actively encourage diversity across the business.
Please be advised that by applying for this role, you are agreeing to share your personal data with both M&G and Prudential.