We are seeking a strategic and experienced leader to head our Journey Success and Customer Resilience function. This role is critical in ensuring that customer experiences are consistently fair, seamless, and supportive — particularly when journeys deviate from the expected path. The successful candidate will lead our regulated complaints function, manage the relationship with the Financial Ombudsman Service (FOS), and establish a proactive capability to identify and intervene in at-risk customer journeys.

The role holder will be accountable for driving a reduction in complaints inflow through early identification and resolution of journey issues, improving customer advocacy and satisfaction, and enhancing the overall experience across all customer touchpoints. By leveraging data, insight, and automation, they will lead a team that proactively “steps into” customer journeys — providing direct support to impacted customers — while also implementing strategic fixes that improve outcomes, reduce operational friction, and lower cost to serve.

A key part of the role will be providing oversight of M&G’s largest strategic partner, Diligenta, assuring the quality and consistency of their complaint handling. The role holder will work collaboratively with Diligenta to ensure customers receive a seamless and unified experience from M&G, regardless of who delivers the service. This role demands a strong focus on prevention, continuous improvement, and cross-functional collaboration to embed resilience, customer-centricity, and efficiency into the organisation’s operating model.

This role demands a customer-centric approach, strong stakeholder management, and the ability to lead and manage teams effectively. The role holder must ensure compliance with regulatory requirements, identify and mitigate risks, and establish key performance indicators (KPIs) to measure and report on the effectiveness and efficiency of the functions they run.

Main Responsibilities:

• Establish and lead a proactive customer care team that identifies and supports customers whose journeys are not progressing as intended, using vulnerability, journey, complaints, and repeat contact data.

• Ensure the customer care team “steps into” journeys to provide direct support and guide impacted customers back to positive outcomes.

• Collaborate with MI and AI teams to develop predictive models and tools that enable early detection and intervention in failing journeys.

• Partner with Voice of the Customer (VoC) teams to embed CSAT measurement across all customer journeys and ensure feedback drives continuous improvement.

• Work with transformation and digital teams to implement strategic fixes using AI and automation, addressing root causes and embedding resilience into journey design.

• Lead and develop high-performing complaints handling teams, ensuring fair, timely, and regulatory-compliant resolution of customer issues.

• Own the regulated complaints process and manage the organisation’s relationship with the Financial Ombudsman Service (FOS), including oversight of high-profile and escalated cases.

• Monitor and reduce FOS overturn rates through robust root cause analysis and targeted interventions, translating learnings into business-wide improvements.

• Provide oversight of M&G’s strategic partner, Diligenta, assuring the quality and consistency of their complaint handling and ensuring customers receive a seamless experience regardless of delivery channel.

• Managing and resolving any conflicts, complaints, or escalations that may arise from the clients or the service delivery team, ensuring that they are handled professionally and promptly (working with the Senior Escalations & Complaints Manager)

• Managing and resolving any conflicts, complaints, or escalations that may arise from the clients or the service delivery team, ensuring that they are handled professionally and promptly.

• Deliver regular reporting and insight to senior leadership on complaints trends, journey performance, and FOS outcomes, with a focus on prevention, advocacy, and cost efficiency.

• Act as a Vulnerable Customer Champion, ensuring inclusive service delivery and equitable outcomes across all customer segments.

• Drive a culture of continuous improvement, embedding customer-centricity and operational resilience into the organisation’s operating model.

Key Knowledge, Skills & Experience

• Proven track record of leading and developing high-performing teams, with strong prioritisation and succession planning capabilities.

• Extensive experience in complaints management within a regulated financial services environment.

• Deep understanding of FCA and FOS frameworks, including regulatory reporting and governance.

• Strong stakeholder management skills, with experience engaging senior leaders and third-party partners.

• Expertise in customer service operations, with a focus on driving improvements and embedding resilience.

• Strong knowledge of service performance metrics and customer KPIs, including experience in measure design.

• Experience in resource modelling, planning, and forecasting to support operational efficiency.

• Analytical and problem-solving skills, with the ability to extract insight from data and translate it into actionable interventions.

• Familiarity with industry regulations and financial services products.

• Ability to manage competing priorities effectively in a complex and fast-paced environment.

Work Level : Manager/Expert

Recruiter: Sarah Mathers

Location: Homebased UK, London, Stirling

Closing Date : 15 October 2025