Customer Outcomes Analyst – 12‑Month Fixed‑Term Contract

About the role

This 12‑month fixed‑term position sits within M&G’s Service & Customer Outcomes Oversight pillar. You will monitor customer outcome indicators, oversee complaint‑related data, and ensure Consumer Duty expectations are met across outsourced operations.

Key responsibilities

• Monitor customer outcome metrics and ensure alignment with Consumer Duty across relevant journeys.
• Oversee complaint‑related management information, redress, and root‑cause analysis, escalating any risk of customer harm.
• Conduct quality assurance activities, including sampling, call listening and speech‑analytics where available.
• Maintain evidence of outcomes oversight, decisions, and QA methodology.
• Escalate notifiable events or material risks affecting customers.

Required profile

• Strong analytical mindset with experience in monitoring customer experience and complaint data.
• Ability to identify trends, assess risk of customer harm and drive remediation actions.
• Attention to detail and capability to maintain robust oversight documentation.

Required skills

What we offer

• Flexible working arrangements and workplace accommodations to support effective delivery.
• Opportunity to work within a historic, innovative financial services organisation.