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.

The Training & Knowledge Content Specialist is responsible for creating high-quality, engaging, and compliant training and knowledge materials that support the development of customer service colleagues across M&G’s in-house and outsourced operations. Working closely with the coaching team—who act as subject matter experts—the role holder will translate operational expertise into structured learning journeys and accessible content.

This role plays a critical part in ensuring that training is fit for purpose, aligned with regulatory expectations, and supports the delivery of exceptional customer outcomes. In addition to core service training, the role holder will design and maintain learning pathways for leadership development and succession planning, including training for managers and specialists. They will collaborate across teams to understand learning needs, optimise training design, and maintain knowledge resources that enable consistent, confident service delivery.

Main Responsibilities:

• Design and write training content for customer service roles across contact, complaints and back office functions.

• Collaborate with coaches and operational SMEs to capture expertise and translate it into structured learning materials.

• Develop and maintain knowledge management content, ensuring accuracy, accessibility, and alignment with business and regulatory standards.

• Create learning journeys that support onboarding, upskilling, leadership development, and succession planning.

• Design and maintain training content for managers and specialists to support capability growth and career progression.

• Ensure training content reflects FCA, FOS, and internal compliance requirements.

• Work with operational leaders and change teams to ensure training supports new products, processes, and service enhancements.

• Review and update training materials in response to feedback, regulatory changes, and service evolution.

• Support the development of digital learning formats and self-serve content.

• Maintain version control and governance of training and knowledge assets.

• Collaborate with the Customer Standards & Coaching Manager to ensure training delivery is consistent and impactful.

Key Knowledge, Skills & Experience

• Experience in instructional design, training content creation, or learning development within a customer service or regulated environment.

• Strong writing and editing skills, with the ability to simplify complex information.

• Understanding of FCA and FOS requirements and how they apply to training and knowledge content.

• Experience working with subject matter experts to develop learning materials.

• Familiarity with contact centre operations and customer service processes.

• Experience designing learning journeys for leadership development and succession planning.

• Knowledge of adult learning principles and instructional design methodologies.

• Experience with digital learning tools and knowledge management platforms is desirable.

• Strong collaboration and stakeholder engagement skills.

• Attention to detail and commitment to quality and compliance.

• Proactive, adaptable, and passionate about enabling colleague success through learning.