Customer Resilience And Journey Success Lead

M&G

Stirling, United Kingdom
3d onsite
Complaint handling and case ownership
Investigate customer complaints
Root cause analysis
The Customer Resilience & Journey Success Lead supports customers when their journeys are not going to plan, additional support is required or when issues arise

Job Summary

  • The Customer Resilience & Journey Success Lead supports customers when their journeys are not going to plan, additional support is required or when issues arise.
  • 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.
  • Our UK benefits include a valuable pension scheme of 18%, 38 days annual leave, and market-leading Inspiring Families policy.

Matching Summary

The Customer Resilience & Journey Success Lead supports customers when their journeys are not going to plan, additional support is required or when issues arise.

Skills & Requirements

Must-have

  • Complaint handling and case ownership
  • Investigate customer complaints
  • Root cause analysis
  • Customer vulnerability awareness
  • FCA and FOS expectations

Nice-to-have

  • Proactive journey support
  • Empathetic and practical support
  • High performance and collaboration culture

Key Requirements

  • Regulated financial services experience
  • Complaint handling regulation understanding
  • Consumer Duty principles understanding
  • Strong investigative and analytical skills
  • Excellent written and verbal communication

Work Rights

Not specified

Tailored Resume

Cover Letter