Customer Outcomes Analyst - 12 Month FTC

At M&G, 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 offer workplace adjustments to ensure you have the support you need to succeed 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:

We’re dedicated to supporting your wellbeing and helping you thrive, both at work and beyond. Our benefits are designed to help you balance your professional and personal life, and financially plan for the future. Our UK benefits include:

• A valuable pension scheme of up to 18% (13% made up of employer contributions and 5% employee contributions).
• Access to our Share Save and Share Incentive Plan, alongside 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 five extra days. Our Time Off When You Need It policy gives you the flexibility - to balance work and personal commitments.
• Our market-leading Inspiring Families policy includes comprehensive support and paid parental leave covering maternity, adoption, surrogacy, and paternity leave - because supporting families is an important part of our inclusive culture.
• Health & Protection cover includes Private Healthcare, Critical Illness cover and Life Assurance for you, with additional family options - for peace of mind.

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

At M&G we strive to have a diverse workforce and an inclusive culture, underpinned by our policies and employee-led networks that offer networking, support and development opportunities for the diverse communities our colleagues represent. We welcome applications from people of all backgrounds – across gender, ethnicity, age, disability, sexual orientation and more – including neurodivergent individuals, career returners and those with military service experience.

M&G is proud to be Level 3: Disability Confident Leader under the UK Government Disability Confident employer scheme, and we welcome applications from candidates with disabilities and long-term health conditions. If you would like to participate in the initiative, you will have the opportunity to indicate this on your application.

We are committed to providing an inclusive recruitment process. All candidates have the opportunity to request reasonable adjustments when applying. If you need any additional support at any stage, please contact us at: [email protected]