The Role: 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 lead the development and delivery of customer insight, root cause analysis (RCA), and change governance across the Customer Service Directorate. You will manage a team responsible for generating insight from complaints, contact and back office transactions, as well as speech analytics, voice of the customer and the voice of our colleagues. You will also lead a change governance function that partners with transformation and change teams to ensure customer insight informs prioritisation and that change is landed safely and effectively into the organisation.

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. This includes taking insight from Voice of the Customer (VoC) and CSAT programmes to build a compelling story about our customers and ensure that change is customer-led and outcome-focused. The role includes direct management of these functions for the in-house operation and oversight of equivalent activities within our outsourced partners including Diligenta.

Main Responsibilities:

• Lead RCA and insight generation across complaints, contact and back office transactions for the in-house operation.

• Oversee equivalent RCA and insight functions within Diligenta, ensuring alignment with M&G standards.

• Lead the change governance team to ensure customer insight informs prioritisation and change is landed effectively.

• Own the speech analytics capability to derive actionable insights from customer interactions.

• Take accountability for FCA complaints reporting, ensuring accuracy, timeliness and regulatory compliance.

• Use VoC and CSAT insight to build a customer narrative that informs strategic and operational change.

• Collaborate with Customer Journey Owners and operational leaders to identify and track customer pain points and process improvements.

• Develop mechanisms to validate and measure the impact of improvement initiatives.

• Work with data and MI teams to optimise reporting and insight delivery across all RCA and change governance functions.

• Partner with Risk and Compliance to identify and manage key risks and ensure controls are in place and exercised effectively.

Key Knowledge, Skills & Experience

• Proven experience in leading RCA, insight and change governance functions within large customer service operations.

• Strong understanding of complaints, contact and back office operations and their impact on customer outcomes.

• Experience in speech analytics and VoC/CSAT programme integration.

• Skilled in translating complex data into actionable insight and compelling customer narratives.

• Experience in FCA complaints reporting and regulatory compliance.

• Strong stakeholder engagement across all levels, including external partners.

• Effective leadership and team development capabilities.

• Excellent organisation and project management skills.

• Experience in designing and implementing process improvement strategies.

• Ability to work across in-house and outsourced delivery models.