Service Engage and Embed Manager

M&G; United Kingdom; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A leading investment firm in the UK is looking for a Service Engage and Embed Manager to enhance customer and colleague engagement through effective content creation and analysis. The ideal candidate will possess strong analytical abilities and exceptional communication skills. Responsibilities include managing feedback, creating engaging content, and collaborating with stakeholders to drive business objectives. This position offers the flexibility of working from home or from the office in Stirling.

Qualifications

• Strong analytical skills required.
• Ability to simplify complex messages needed.
• Visual flair and audience engagement skills are essential.

Responsibilities

• Analyze and aggregate customer feedback.
• Manage communication and engagement schedules.
• Develop creative strategies for effective messaging.

Skills

Strong organizational skills

Excellent written and verbal communication

Stakeholder management

Proficiency in Microsoft Office Suite

Attention to detail

Job description

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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 segments work together to deliver attractive financial outcomes for clients and superior shareholder returns.

Through our behaviors 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 consider flexible working arrangements for any roles and offer workplace accommodations to support effective delivery.

The Role: Service Engage and Embed Manager

The Life Customer & Adviser Service Engage and Embed Manager plays a pivotal role in understanding the needs of our customers and colleagues, acting as their voice, and creating engaging content across various media to motivate and communicate key messages that drive our strategy. You will analyze and aggregate customer and colleague feedback, communicate insights, and hold the business accountable to improve. You will lead engagement and communication efforts within Life Customer and Adviser Services to sustain and embed our evolution.

The ideal candidate will have strong analytical skills, a creative flair, and the ability to deliver high-quality content on time while managing competing priorities. Excellent communication and interpersonal skills are essential for building relationships with suppliers, stakeholders, and internal teams.

Key Responsibilities

• Analyze and aggregate customer feedback from complaints, voice of the customer, speech analytics, etc.
• Support development of change initiatives based on feedback analysis.
• Manage communication and engagement schedules, ensuring deadlines and quality standards are met.
• Create and deliver engaging content across media to support strategy and cultural change.
• Ensure content complies with policies and is appropriate and accurate.
• Develop creative strategies to effectively land messages and evaluate their success.
• Collaborate with internal stakeholders to align communication strategies with business objectives.
• Monitor activity effectiveness and implement continuous improvements.
• Represent the voice of the customer/employee in change initiatives to ensure impactful and sustainable outcomes.

Skills & Experience

• Strong organizational, time management, and prioritization skills.
• Experience in large customer operations.
• Proven ability to build relationships across functions and levels.
• Ability to simplify complex messages.
• Experience engaging with stakeholders from agents to CEOs.
• Excellent written and verbal communication skills.
• Strong stakeholder management and collaboration skills.
• Attention to detail and proactive problem-solving approach.
• Visual flair and ability to engage audiences while maintaining brand tone.
• Independent, proactive, and team-oriented work style.
• Proficiency in Microsoft Office Suite.
• Flexibility and resilience to adapt to business needs and busy periods.
• Willingness to travel within the UK as required.

Location: Kildean, Stirling or Homebased in the UK

Job Level: Experienced Colleague

Closing Date: 12 August 2025

We promote diversity and inclusion, welcoming applicants from all backgrounds, including those with disabilities or long-term health conditions. Candidates meeting minimum criteria will be offered an interview if they opt in to the Disability Confident scheme.

If you need assistance or an alternative application method due to a disability or additional needs, please contact us.