Customer Outcomes Analyst

Our purpose is to give everyone real confidence to put their money to work. With a heritage dating back more than 175 years, we have a long history of innovation in savings and investments, combining asset management and insurance expertise to offer a wide range of solutions. 

Our two distinct operating segments, Asset Management and Life, work together to provide access to balanced, long-term investment and savings solutions.

Through 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.

This colleague-level role sits within the Service & Customer Outcomes Oversight pillar and focuses on customer outcomes, quality and complaint-related oversight within outsourced operations.

To oversee customer outcomes and customer experience indicators, ensuring Consumer Duty expectations are met and that risks of customer harm are identified, escalated and remediated.

Key Work Level Accountabilities:              

• Monitor customer outcome indicators and ensure Consumer Duty alignment across relevant customer journeys
• Oversee complaint-related MI, redress and root cause themes, escalating risks of customer harm
• Provide quality and assurance insight through sampling/QA, call listening and speech analytics where available
• Maintain evidence of outcomes oversight and decisions

Key Responsibilities for this role:

Customer experience & insight

• Review customer satisfaction (CSAT) and customer feedback outputs
• Review interaction quality indicators (e.g. empathy MI where available)
• Identify and escalate trends indicating poor customer experience

Complaints oversight

• Monitor complaints MI including delays, redress and root cause analysis
• Track FOS themes and outcomes where relevant; support FCA complaints return oversight inputs
• Escalate any notifiable events/risks with material harm to customers

Quality assurance & sampling

• Conduct/coordinate sampling and QA on processes/transactions
• Support call listening and speech analytics activity to evidence interaction quality
• Track corrective work and effectiveness of remediation

Customer, conduct & Consumer Duty expectations

• Ensure oversight evidences good customer outcomes and appropriate customer support, including timeliness and fairness
• Escalate risks of customer harm, vulnerability impacts and persistent poor outcomes

Evidence & assurance expectations

• Maintain complaint oversight packs, root cause themes and action tracking evidence
• Maintain QA/sampling methodology, results and remediation evidence
• Maintain documented decisions and escalations for customer outcome risks

Key Knowledge, Skills & Experience:

Experience in customer operations, complaints, QA or customer insight. Strong analytical judgement, ability to assess evidence and identify emerging risks of customer harm. Understanding of Consumer Duty and customer outcomes frameworks preferred.

What we offer:

At M&G, we’re committed to helping you thrive and supporting your wellbeing, both at work and beyond. Our benefits are designed to help you balance your professional and personal life, while planning confidently for your future. Our UK benefits include:

• As a savings and Investments firm we are proud to offer a valuable pension scheme of 18%, with 13% made up of Employer Contributions and 5% Employee Contributions. We also offer Share Save and our Share Incentive Plan, together with access to financial wellbeing and support services - to help give you real confidence to put your money to work.

• Enjoy 38 days annual leave including bank holidays, with the opportunity to purchase up to 5 extra days and additional flexibility through our Time Off When You Need It policy – to balance your work and personal commitments.  

• Our market leading Inspiring Families policy includes comprehensive support and paid parental leave covering maternity, adoption, surrogacy, and paternity leave - as supporting families is a core aspect of our inclusive culture.

• Health & Protection cover including Private Healthcare, Critical Illness cover and Life Assurance for you, with family options - for peace of mind.

To explore more about life at M&G and our full benefits offering, visit Life at M&G

We have a diverse workforce and an inclusive culture at M&G, 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. 

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