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:
In order to achieve M&G’s growth ambitions and support the aspiration of M&G’s Life business to be a force for good, this is an exciting opportunity to shape and influence how we take our propositions out to market and be at the forefront of how we meet the needs of customers and advisers.
The Director – AX,CX & Digital Proposition, is a pivotal leadership role within the Individual Life & Pensions business, responsible for the end-to-end design of our omni-channel approach to adviser and customer interaction, delivery of our digital proposition across all UK retail products (both open to new business and for our longstanding customers) and driving the prioritisation of continuous improvement of outcomes in collaboration with insights, propositions and servicing teams. This role works closely with Proposition Directors and the Customer Service Director to ensure that every interaction—whether digital or human—aspires to meet the highest standards of service, aligns with regulatory expectations (including Consumer Duty), and delivers measurable value for customers, advisers, and the business.
With a clear focus on growth, retention, and increased customer lifetime loyalty, the role will ensure that propositions are designed with the end customer and adviser in mind, that digital delivery promotes exemplary user experience, operates seamlessly through a multi-channel approach and that once live, all products are continually monitored to ensure pain points are addressed and investment payback is tracked, with clear benefits to customers and advisers. The role collaborates with technology (in-house and third parties) and change functions to ensure business requirements are clearly articulated, and journeys can be adequately monitored with clear actions across the business to drive improvements in adviser and customer satisfaction levels. The remit includes accountability for delivering a digital proposition that best meets the needs of the market we serve for all retail solutions, including authenticated website functionality for legacy customers (serviced by third-party providers), and online functionality for propositions open to new business, ensuring requirements are translated effectively and products are built in service of the advice process and to optimise downstream operational efficiencies.
A data-driven approach is central to this role; the Director will dive deep into customer and business data to derive actionable insights and implement mechanisms that drive tangible business benefits. All activities must be trackable, with clear metrics, customer and adviser feedback loops, and follow-up actions that inform continuous improvement.
Key Responsibilities
1. Lead a team of journey owners, outcome monitoring specialists, digital product owners and product designers to define and lead the strategic vision for UK retail adviser and customer interactions, ensuring journeys across all channels are easy, seamless and outcome-focused.
2. Lead a team with a demonstrable ethos of strong collaboration. The team will work with Marketing for alignment with M&G’s website experience and insights, with Customer Services to ensure SLAs are aligned with propositions and any continuous improvement is aligned to customer and commercial outcomes, with Technology for delivery of business requirements and with Propositions for target market, communications and product approach.
3. Work with Customer Services to ensure the operating model supports a digital first approach for new business, that execution of the servicing requirements can be monitored and measured, and that service delivery is consistent with business and proposition objectives and Consumer Duty requirements, ensuring support for a first-point resolution approach.
4. Work with Propositions to prioritise and resolve interaction pain points, keeping customer and adviser needs central to decision-making, and ensure customer and adviser communications complement the journey design.
5. Lead the reporting of customer outcomes on a monthly basis and work collaboratively with Head of Customer Outcome Oversight & Reporting to ensure Consumer Duty reporting is fit for purpose.
6. With a strong understanding of adviser and customer requirements, lead digital experience design and enhancements across all UK retail solutions, to ensure consistent, high-quality interactions that drive loyalty and engagement, supporting opportunities for cross-sell and upsell through retention initiatives. Establish and maintain a forward-looking roadmap of developments.
7. Ensure all customer and adviser interactions are tracked, measured, and reported with clear feedback for ongoing improvement using analytics and performance data, to enhance satisfaction, user registration, and engagement.
Core Competencies & Attributes:
8. Strategic thinker with a passion for customer-centric design and continuous improvement.
9. Data-driven, with a focus on measurable outcomes and actionable insights.
10. Deep understanding of regulatory requirements, especially Consumer Duty, and their practical application.
11. Strong leadership and team development skills, fostering a culture of empowerment, collaboration and excellence.
Experience & Qualifications:
Essential:
12. Extensive experience in customer experience, journey design, or adviser support within financial services.
13. Proven track record of delivering measurable improvements in customer and adviser journeys.
14. Strong understanding of digital and legacy servicing models, including third-party provider management.
15. Demonstrable experience working in a regulated environment, with a focus on Consumer Duty or equivalent.
16. Excellent communication and stakeholder management skills.
17. Experience of agile delivery and ways of working.
Desirable:
18. Experience in product development or proposition management.
19. Familiarity with digital transformation and data analytics tools.
20. In-depth knowledge of the UK life and pensions market, including open and closed book operations.
Work Level: Integration Leader
Reports to: Managing Director, Individual Life & Pensions
Closing Date: 31st October 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, 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.
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