Customer Resilience and Journey Success Lead - M&G plc.

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 workplace accommodations to ensure you have what you need to effectively deliver in your 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 an international presence with teams in Ireland and Poland, using a mix of in sourcing and outsourcing service operations to sell to domestic and international markets.

The Customer Resilience & Journey Success Lead supports customers when their journeys are not going to plan, additional support is required or when issues arise. The role combines high‑quality complaint resolution, early intervention into failing journeys and customer vulnerability awareness ensuring customers receive timely, fair and empathetic resolutions and restores confidence where things have gone wrong. The role holder will act as the first point of escalation, investigate complaints, identify root causes, and help restore customer confidence.

Working closely with operational and change teams, the role holder will use insight and root‑cause analysis to identify recurring issues and influence improvements to customer journeys, ensuring outcomes meet regulatory expectations and align with M&G's service ambitions to deliver service that really works, ensuring customer journeys are fair, seamless and resilient.

• Complaint Handling & Case Ownership
• Manage workload effectively and meet service and regulatory time frames.
• Manage and investigate customer complaints (written, phone and digital channels) to deliver fair, timely and professional resolutions.
• Own cases from commencement through to conclusion: gather evidence, analyse facts, document findings, and communicate clearly with customers via phone and written communication.
• Ensure responses meet FCA and FOS expectations.
• Case ownership of FOS referrals through to conclusion sharing insight on best practice to support reduction in FOS overturns.
• Own and maintain communication standards and controls across all mailboxes inclusive of CEO and FOS.
• Identify trends and recommend improvements.
• Capture root causes, themes and risks and share with the Team Leader.
• Support colleagues through knowledge sharing.
• Proactive Journey Support, Early Intervention, Customer Resilience and Vulnerability Support
• Monitor customer journeys and step in early when data indicators suggest an issue.
• Proactively contact customers via phone to provide empathetic and practical support to restore customers to positive outcomes.
• Identify customers needing additional support and tailor communication accordingly.
• Work with the Team Leader to prevent escalation into formal complaints and escalat... (complex or sensitive cases where needed to the relevant areas).
• Support maintenance of knowledge articles and process documentation.
• Work with operational and change teams during improvement cycles.
• Contribute to a culture of high performance and collaboration.

• Experience in regulated financial services ideally across life and pensions.
• Understanding of complaint handling…