Overview
M&G plc, Stirling, Scotland, United Kingdom
Communications Delivery Consultant role at M&G plc. This is a customer communications role focused on creating and delivering excellent, compelling communications for both new and existing customers. The role holder will be accountable for the creation and delivery of new communications and delivery of change to our suite of communications driven by new propositions, propositional changes or improvement-focused change.
Key Responsibilities
* Lead Communications work-streams as part of change initiatives, creating and delivering excellent and compelling customer communications.
* Support the successful delivery of new products and propositions, and other change initiatives requiring customer communications.
* Create and deliver customer communications in support of ongoing regulatory and legislative change, as well as breach and remediation activities.
* Create and deliver targeted, one-off customer communications supporting ongoing product and proposition changes.
* Deliver customer communications to support the achievement of business priorities, targets, and Customer Outcomes and Consumer Duty requirements.
* Develop an enduring suite of templated communications to guide consistent, compelling and effective customer communications.
* Collaborate with colleagues and maintain/enhance controls to support an improved control environment and customer outcomes.
Key Knowledge, Skills & Experience
* Strong knowledge of customer communications design and content creation.
* Knowledge of the FS industry and how great communications impact customer comprehension and experience.
* Detailed knowledge of target customers and their needs, behaviours, instincts and experiential requirements.
* Detailed knowledge of operational communications and the impact on service environments, including regulatory restrictions and guidelines in regulated financial services.
* Strong attention to detail and ability to prioritise.
* Strong knowledge of financial services regulatory and legislative frameworks.
* Strong knowledge of life and pensions propositions, markets and competitors.
* Experience turning customer feedback into tangible improvement and concepts.
* Experience using customer and business feedback to identify priorities across customer communications.
* Experience of customer communications and operational communications design.
* Structured thinking, logical reasoning, and translating these into solutions.
* Significant experience delivering complex, diverse, ambiguous messages into clear, understandable communications.
* Experience managing and influencing senior stakeholders and business leaders with competing interests.
* Strong communication skills at all levels, providing guidance and recommendations.
* Experience driving initiatives and delivering against demanding targets in a rapidly changing environment.
* Analytical mindset, commercial acumen and strategic decision making.
* Strong leadership skills and ability to align groups to deliver a common agenda.
* Excellent stakeholder management and effective influencing skills at senior levels.
Additional information
Work Level: Experienced Colleague
Recruiter: Phoebe Ewers
We value diversity and an inclusive culture. M&G plc is committed to equal opportunity and welcomes applications from all qualified candidates, including those with long-term health conditions, disabilities, or neuro-divergent conditions. If you need assistance or an alternative means of applying due to a disability or additional need, please contact careers@mandg.com.
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