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Customer RCA & Contact Insight Analyst
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: Customer RCA & Contact Insight Analyst
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.
As an RCA Analyst, you will be responsible for identifying the root causes of customer complaints and contact across M&G’s customer service channels. Your work will fulfil regulatory obligations to the FCA and support continuous improvement by providing actionable insight and recommendations for change.
You will analyse complaints and contact data from voice, secure message, and back office functions, identifying patterns and drivers that impact customer experience. You will work closely with operational teams to ensure that insights are translated into meaningful service improvements. The role includes direct analysis of in-house data and oversight of RCA activity performed by outsourced partners, ensuring consistency and alignment with M&G standards.
Main Responsibilities:
Perform RCA on in-house complaints to identify systemic issues, trends, and customer pain points.
Analyse reasons for contact across voice, secure message, and back office functions to understand customer behaviour and reduce avoidable demand.
Oversee RCA activity conducted by outsourced partners, ensuring quality, consistency, and regulatory compliance.
Ensure RCA outputs meet FCA expectations and support Consumer Duty obligations.
Collaborate with operational teams and journey owners to translate RCA findings into recommendations for change.
Track and report on RCA themes and contact drivers, supporting the development of dashboards and insight packs.
Support the validation and measurement of improvement initiatives linked to RCA and contact reduction.
Contribute to the continuous improvement of RCA processes and methodologies.
Engage with stakeholders across the business to ensure RCA insight informs prioritisation and decision-making.
Key Knowledge, Skills & Experience
Experience in complaints handling, RCA, or customer insight within a regulated environment.
Strong analytical skills with the ability to identify patterns and root causes from qualitative and quantitative data.
Understanding of FCA complaints regulations and Consumer Duty principles.
Familiarity with contact centre operations and contact channel behaviours.
Ability to translate complex findings into clear, actionable recommendations.
Experience working with both in-house and outsourced operations.
Strong communication and stakeholder engagement skills.
Experience with insight reporting tools and dashboards is desirable.
Proactive, detail-oriented, and committed to improving customer outcomes.
Work Level : Experienced Colleague
Recruiter: Phoebe Ewers
Location: Homebased UK, Stirling, London
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