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Senior Manager Customer Operations Insight & Analysis
M&G
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: 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. 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.
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. You will draw meaningful conclusions based on all inputs and share these with our peers and senior leaders, ensuring that it leads to meaningful action.
The role manages the RCA and Interaction Insight Analyst functions, overseeing the generation, validation, and reporting of insight across both in-house and outsourced partners. You will also commission and govern process mapping activities to support RCA and change initiatives, and ensures FCA and supplier-level complaints reporting is accurate, timely, and compliant.
You will be accountable for FCA complaints reporting and for identifying and tracking key customer pain points and process improvements in collaboration with journey owners and operational leaders across both the in house and outsourced Operations. The role includes direct management of these functions for the in-house operation and oversight of equivalent activities within our outsourced partners including Diligenta.
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 and assure the creation and execution of strategic and operational action based on this insight. Oversee the integration of speech/contact analytics into RCA and insight reporting, ensuring insights are actionable and support continuous improvement. Ensure RCA outputs meet FCA expectations and support Consumer Duty obligations including oversight of supplier RCA.
Work with in-house and outsourced data and MI teams to optimise reporting and insight delivery across all RCA and change governance functions.
Develop new capability to maximise insight on our customers and operation to ensure we can provide the best possible experience and meet our strategic objectives. This includes speech/contact analytics and new technologies.
Process Mapping & Discovery - commission and oversee process mapping activities to support RCA, complaints analysis, and operational change. Ensure mapping outputs are documented, accessible, and used to inform prioritisation and solution design.
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. Manage regular complaints reporting for outsourced suppliers (e.g. Equiniti, Paragon), ensuring regulatory responsibilities are discharged appropriately and that emerging trends and themes are identified and quickly acted upon.
Team Leadership – lead a team of insight and analysis professionals, providing coaching, development, and performance oversight. Foster a collaborative and inclusive team culture focused on improving customer outcomes through insight.
Governance & Collaboration - collaborate with peers, senior leaders and wider governance forums to ensure RCA and insight inform strategic and operational decision-making. Engage with operational leaders, journey owners, and supplier contacts to embed insight into change and improvement initiatives.
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
Work Level : Manager/Expert
Recruiter: Phoebe Ewers
Location: Homebased UK, London, Stirling
Closing Date : 15 October 2025
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.
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