Journey Communications Consultant-8 Month FTC Journey Communications Consultant-8 Month FTC …

M&G plc.
in Stirling, Scotland, United Kingdom
Permanent, Full time
Be the first to apply
Competitive
M&G plc.
in Stirling, Scotland, United Kingdom
Permanent, Full time
Be the first to apply
Competitive
Journey Communications Consultant-8 Month FTC
At M&G our vision is: to become the best loved and most successful savings and investment business and we're looking for people who are excited about joining us on our journey. We're digitally transforming and investing heavily in technology and innovation to develop new and improved customer propositions that really raise the bar for our customers. To help us achieve our vision we're looking for exceptional people who live our values and behaviours and who can inspire others; embrace change; deliver results and keep it simple.

We know that an inclusive environment makes us more accessible and ensures we attract, engage, promote and retain exceptional people. We welcome applications from all individuals regardless of age, gender/gender identity, sexual orientation, ethnicity/nationality, disability, or military service and welcome those who have taken career breaks. We will consider flexible working arrangements or home working arrangements for any of our roles.

What you can expect from us:
We are committed to creating an environment where you can be exceptional at all you do. To help us deliver this, we promise to:
  • Challenge Your Limits by creating a stimulating working environment and providing opportunities for you to be involved in meaningful and challenging work
  • Support Your Aspirations with a commitment to learning and development that helps you achieve and build your experience with people who want you to succeed
  • Value Your Input whereby leaders and managers will involve you in key decisions, listen to your thoughts and recognise the important contribution you make
  • Balance Your Life through a work life partnership that focuses on making this an inclusive, diverse and friendly place to work and offers the flexibility and support that enables everyone to be at their best

How do we support our employees:
All M&G plc employees will be supported in the workplace through our M&G Employee Assistance Programme (EAP). If you need counselling, confidential financial or legal advice. The service is available 24 hours a day, 365 days a year and offers access to qualified professionals who can provide specialist information, advice and support on many issues. It offers a broad range of services, including help with family issues, maintaining work/life balance and mental health support.

The Role:
The Journey Communications Consultant is responsible for driving the creation of customer journey communications and improvements, supporting our change runway, working with the Journey Communications Manager.

A key focus will be to create new digitally designed communications as part of our Digital Transformation and ensure they integrate with the current suite offline. We have one Fixed Term Contract role we are recruiting for.

Key Work Level Accountabilities:
Experienced Colleague:
  • Accountable for providing a quality service or product to customers and stakeholders, using skills/experience built through significant practical experience or training
  • Works within established frameworks and procedures, with the freedom to interpret them to solve a range of problems
  • Delivers outputs that are clearly defined, using discretion over how to achieve them
  • Makes suggestions for improvements to the work of the team, based on previous experience and knowledge of similar situations

Key Responsibilities for this role:
  • Create, deliver and manage end to end customer journey communications including new and ongoing enhancements
  • Support the Journey Communications Manager in the delivery of the communications workstreams within our migrations programme
  • Drive digital adoption - through customer journey communications, digitising communications and incorporating promotion of digital adoption across relevant journey communications, working closely with the Customer Communications Team
  • Support the communicating and embedding of a customer-centric culture
  • Support the development of an enduring suite of templated communications which will be used to guide consistent, compelling and effective customer communications:

- A consistent set of messages to better educate and inform our customers of the benefit of dealing with us digitally
- Effective communications so that customers can quickly and easily navigate their way to the key information and undertake the correct action.
- Emotionally effective communications so we use these opportunities to build a strong ongoing relationship with customers, which ultimately increases satisfaction.
- A measurement and evaluation structure so performance and success of all communications can be tracked

Key Knowledge, Skills & Experience:
  • Knowledge of Customer Journey and Operational Communications Design and what drives customer adoption into Digital channels
  • An understanding of the Financial Services industry (preferable) and in particular how great communications impacts customer comprehension and experience.
  • Experience of identifying target customers and their needs, behaviours, instincts and experiential requirements
  • Knowledge of operational communications and the impact these have in service environment as well as the restrictions and guidelines applied in regulated financial services industries
  • Strong attention to detail and ability to prioritise efforts
  • Strong knowledge of financial services regulatory and legislative frameworks
  • Experienced in turning customer feedback into tangible improvement and concepts and utilising customer and business feedback to identify a clear set of priorities across customer communications
  • An understanding of customer journey communications and operational communications design
  • Experience of structured thinking and logical reasoning, and the ability to translate this through to solutions
  • Adept at delivering complex, diverse, ambiguous messages - converting them into clear, understandable communications
  • Experience of driving initiatives forward and successfully delivering against demanding targets within a rapidly changing environment

Work Level: Experienced Colleague
Recruiter Name: Atif Ahmad
Closing Date: Monday 10th May

We live by four behaviours at M&G and we ask all our employees to:
  • Inspire Others - Support and encourage each other, creating an environment where everyone can contribute and succeed
  • Embrace Change - Be open to change, willing to be challenged and able to adapt quickly and imaginatively to new ideas
  • Deliver Results - Focus on outcomes, set high standards and deliver with energy and determination
  • Keep it Simple - Cut through complexity and bureaucracy, be clear and decisive and never overcomplicate things
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