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Customer Interaction 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 Interaction 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 a Customer Interaction Insight Analyst, you will play a critical role in transforming customer voice data into actionable insight. Sitting within the Customer Insight, RCA & Process Excellence team, you will be responsible for managing and optimising the speech analytics platform to identify trends, behaviours, and opportunities that improve customer experience and operational performance.
You will work closely with Customer RCA & Contact Insight Analysts, and stakeholders across the business to ensure that speech data is effectively mined, interpreted, and used to inform decision-making. Your work will directly support M&G’s commitment to delivering customer-led outcomes and continuous improvement across both in-house and outsourced operations.
Main Responsibilities:
Manage and maintain the speech analytics platform, ensuring data integrity and system optimisation.
Design and implement call categories, phrases, and queries to support business insight needs.
Analyse speech data to identify customer pain points, emerging themes, and compliance risks.
Collaborate with RCA Managers and Insight Analysts to integrate speech analytics into broader root cause analysis and insight reporting.
Present findings and recommendations to stakeholders in a clear, compelling, and actionable format.
Support the development of dashboards and visualisations that bring speech data to life.
Work with operational leaders to embed insights into coaching, training, and process improvement.
Monitor and report on key speech analytics metrics, ensuring alignment with business goals.
Support the oversight of speech analytics activity within outsourced partners, ensuring consistency and quality.
Contribute to the continuous improvement of the speech analytics capability, staying up to date with platform enhancements and best practices.
Key Knowledge, Skills & Experience
Experience working with speech analytics platforms (e.g., NICE Nexidia, Verint, AVAYA, CallMiner, or similar).
Strong analytical skills with the ability to interpret complex data and translate it into actionable insight.
Understanding of contact centre operations and customer experience metrics.
Experience in designing and managing call categories, queries, and taxonomies.
Ability to communicate insights clearly to both technical and non-technical audiences.
Familiarity with root cause analysis and continuous improvement methodologies.
Experience working in a regulated environment (e.g., financial services) is desirable.
Strong collaboration skills and ability to work cross-functionally.
Comfortable working with both in-house and outsourced teams.
Proactive, curious, and passionate about improving customer outcomes through data.
Work Level : Experienced Colleague
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