At M&G our purpose is to give everyone real confidence to put their money to work. As an international savings and investments business with roots stretching back more than 170 years, we offer a range of financial products and services through Asset Management, Life and Wealth. All three operating segments work together to deliver attractive financial outcomes for our clients, and superior shareholder returns.

Through our behaviours of 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.

The Role: Service Engage and Embed Manager

The Life Customer & Adviser Service Engage and Embed Manager plays a pivotal role in understanding the needs of our customers and colleagues and being their voice whilst creating engaging content across various media to engage, motivate and land key messages that are then acted upon to drive our strategy. In this role you will take ownership of analysing and aggregating customer and colleague feedback, communicating that feedback and holding the business to account to agree and deliver plans for improvement. You will also lead on engagement and communication across Life Customer and Adviser Services to sustain and embed our evolution.
The ideal candidate will have strong analytical skills with a creative flair and ability to deliver high quality content on time whilst managing competing priorities effectively. They will possess excellent communication and interpersonal skills, enabling them to build and maintain robust relationships with suppliers, stakeholders, and internal teams.

Key Responsibilities

• Analyse and aggregate customer feedback and themes from various routes, e.g. complaints, voice of the customer, speech analytics
• Analyse and aggregate OneVoice feedback and themes, supporting the Process and RCA lead to develop key areas for future change
• Develop and maintain a comprehensive schedule and calendar of all communication and engagement activities, ensuring deadlines are met and outputs are delivered to a high standard.
• Creating and deliver high quality, timely and engaging content across various media to engage, motivate and land key messages that are then acted upon to sustain and embed our strategy and cultural change
• Understand external and internal policies to ensure content is always appropriate and accurate
• Developing new and creative strategies to land key messages and check that their objectives have been met
• Collaborate with stakeholders across the business (HR, change, transformation, operations etc.) to ensure messages and strategies for communication support cultural, behavioural and business objectives.
• Monitor the effectiveness of this activity and continuously improve based on data and customer/ employee feedback.
• Act as the “voice of the customer/ employee” in change activity to ensure that it lands effectively and is the impact is measured and sustainable.

Skills & Experience

• Must have strong organisational and time management skills, flexible and capable of prioritising tasks and proactively managing and progressing multiple work items concurrently. Able to react quickly and decisively, considering options and making decisions to determine the appropriate course of action. Forward thinking with the ability to proactively anticipate issues and mitigate as appropriate
• Experience of working in large customer operations
• Significant experience building working relationships internally and externally across numerous functions with a constant focus on customer outcomes
• Skilled in simplifying complex messages
• Experience of engaging with stakeholders at all levels from agent to CEO.
• Must have excellent written and verbal communication skills.
• Strong stakeholder management – able to build collaborative relationships with cross-functional teams, senior and functional leaders, guiding on best practice and to managing expectations
• High attention to detail and a proactive approach to problem-solving – consistent delivery with quality, accuracy and within tight deadlines
• Visual flair and ability to engage an audience while always maintaining M&G’s tone of voice and brand.
• Independent, proactive and comfortable working both individually and within a team;
• Proficiency in Microsoft Office Suite (especially Outlook, Excel, PowerPoint)

• Excellent communication skills to a range of stakeholders, including senior management
• Confident in using your own initiative as well as working from the instruction of others
• The ability to be flexible in responding to the needs of the business
• Some travel within the UK will be required at times
• Resilience and fortitude when facing challenging and busy periods

Location: Kildean, Stirling or Homebased in the UK

Job Level: Experienced Colleague

Closing Date: 12 August 2025

We have a diverse workforce and an inclusive culture at M&G plc, 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. Being a Disability Confident Leader means that candidates who meet the minimum criteria of a job, will be offered an interview if they ‘opt in’ to the scheme when applying.

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