Job Summary: VOC and Insight Executive

M&G is a global savings and investment leader with a 175-year heritage. Due to the rapid expansion of their Voice of the Customer (VOC) programme, they are seeking an experienced insight specialist to join their high-performing Customer Insights team. This role is designed for a data storyteller who can bridge the gap between complex datasets and strategic business improvements. If you are passionate about championing the customer’s perspective within a FTSE 100 environment, this role offers the platform to drive tangible change across M&G’s Asset Management and Life segments.

Requirements and Skills

Experience: Proven track record in customer insight or VOC programmes (agency or client side).
Analytical Ability: Skilled in analyzing both qualitative and quantitative datasets to identify root causes and trends.
Data Storytelling: The ability to simplify complex themes into “easily shareable” and impactful insights.
Technical Toolkit: High proficiency in analytical and reporting tools, specifically Excel.
Communication: Excellent skills in translating insights into business actions and influencing stakeholders at all levels.
Attitude: Proactive, enthusiastic about driving change, and committed to continuous improvement.

Role Overview

You will be a key driver of M&G’s customer-centric roadmap. Your day-to-day will involve interpreting raw feedback from the VOC programme to uncover the “why” behind customer behaviors. Beyond mere analysis, you will be responsible for the infrastructure of the programme itself—maintaining studies, improving processes, and extending coverage to new areas of the business. Working alongside a team of seasoned professionals, you will ensure that the customer’s voice isn’t just heard, but is the primary catalyst for strategic decision-making and operational enhancement.

Key Responsibilities

Insight Generation: Uncover actionable insights from VOC data to inform high-level business decisions.
Stakeholder Collaboration: Partner across the organization to communicate findings and drive customer-focused improvements.
Infrastructure Support: Develop and enhance the VOC programme’s technical and process-driven framework.
Trend Monitoring: Stay ahead of emerging customer insight trends to improve VOC capabilities.
Culture Champion: Foster a culture where the customer perspective is central to all improvement initiatives.

Salary and Market-Leading Benefits

M&G offers one of the most competitive benefit packages in the financial services sector:

Exceptional Pension: Total contribution of 18% (13% Employer / 5% Employee).
Generous Leave: 38 days annual leave (including bank holidays) plus “Time Off When You Need It” flexibility.
Health & Protection: Private healthcare, critical illness cover, and life assurance.
Family Support: “Inspiring Families” policy with comprehensive paid parental leave.
Closing Date: 2nd March 2026.

Diversity and Inclusion at M&G

M&G is a Disability Confident Leader and actively monitors their workforce diversity to ensure an inclusive environment.

Current Context: Large UK financial firms like M&G typically aim for representative diversity; for context, the 2021 UK Census shows that approximately 18% of the population identifies as coming from a Black, Asian, Mixed, or other ethnic minority background. M&G utilizes employee-led networks to support these diverse communities.

To apply for this job please visit uk.linkedin.com.