Customer Outcomes Analyst - FTC

Role Summary

This colleague‑level role sits within the Service & Customer Outcomes Oversight pillar and focuses on customer outcomes, quality and complaint‑related oversight within outsourced operations.

To oversee customer outcomes and customer experience indicators, ensuring Consumer Duty expectations are met and that risks of customer harm are identified, escalated and remediated.

• Monitor customer outcome indicators and ensure Consumer Duty alignment across relevant customer journeys
• Oversee complaint‑related MI, redress and root cause themes, escalating risks of customer harm
• Provide quality and assurance insight through sampling/QA, call listening and speech analytics where available
• Maintain evidence of outcomes oversight and decisions

• Customer experience & insight – Review customer satisfaction (CSAT) and customer feedback outputs; review interaction quality indicators (e.g. empathy MI where available); identify and escalate trends indicating poor customer experience
• Complaints oversight – Monitor complaints MI including delays, redress and root cause analysis; track FOS themes and outcomes where relevant; support FCA complaints return oversight inputs; elevate any notifiable events/risks with material harm to customers
• Quality assurance & sampling – Conduct/coordinate sampling and QA on processes/transactions; support call listening and speech analytics activity to evidence interaction quality; track corrective work and effectiveness of remediation
• Customer, conduct & Consumer Duty expectations – Ensure oversight evidences good customer outcomes and appropriate customer support, including timeliness and fairness; elevate risks of customer harm, vulnerability impacts and persistent poor outcomes; evidence & assurance expectations; maintain complaint oversight packs, root cause themes and action‑tracking evidence; maintain QA/sampling methodology, results and remediation evidence; maintain documented decisions and escalations for customer outcome risks

• Experience in customer operations, complaints, QA or customer insight
• Strong analytical judgement, ability to assess evidence and identify emerging risks of customer harm
• Understanding of Consumer Duty and customer outcomes frameworks preferred

• A valuable pension scheme of 18% (13% employer, 5% employee contributions)
• Share Save and Share Incentive Plan, together with access to financial wellbeing and support services
• 38 days annual leave including bank holidays, with the option to purchase up to 5 extra days and additional flexibility through our Time Off When You Need It policy
• Inspiring Families policy – comprehensive support and paid parental leave covering maternity, adoption, surrogacy and paternity leave
• Health & Protection cover – Private Healthcare, Critical Illness cover and Life Assurance for you, with family options
• Additional benefits details available on Life at M&G

We have a diverse workforce and an inclusive culture at M&G, 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 a Disability Confident Leader and welcomes applications from candidates with long‑term health conditions, disabilities or neuro‑divergent conditions. If you need assistance or an alternative means of applying for a role due to a disability or additional need, please let us know.