Customer Insight Operations Apprentice

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

We are looking for a confident individual with a positive attitude and a can‑do approach, who is keen to build their experience and grow with M&G.

A successful candidate will be self‑motivated, curious, able to build strong relationships and work effectively as part of a team.

They should feel comfortable using their initiative, working independently when needed, and be eager to learn and progress.

As a Customer Operations Insight Apprentice you will be support with identifying the root causes of customer complaints and contact across M&G’s customer service channels. Your work will support the delivery of regulatory obligations to the FCA and support continuous improvement by providing actionable insight and recommendations for change.

M&G Life in its current form was created in October 2024 with the merger of what was formerly the closed book operation and the M&G Wealth Business (open book).M&G Life now covers over 5 million customers with more than £300 Bn invested acrossallofits products and wrappers andhas an ambitious growth plan for 2025 and beyond. M&G Life operations work witha number of partners including Equiniti,Diligenta,Waystone, Paragon, Willis Towers Watson, as well as M&G Global Services supporting our in-house operation.

M&G Life also has international presence with teams in Ireland and Poland.

Customer and Adviser Services deliver support that meets the needs of both end‑customers and financial advisers across their chosen channels. We aim to provide fast, accurate resolutions and proactively improve experiences by using insight, feedback, and strong operational processes.

You will analyse complaints and contact data from voice, secure message, and back-office functions, identifying patterns and drivers that impact customer experience. Work closely with operational teams to help turn insights into meaningful service improvements. You’ll support the analysis of in‑house data and assist with reviewing RCA (root cause analysis) activity carried out by outsourced partners, making sure it aligns with M&G standards.

You will also update action plans based on findings and follow up on agreed actions to keep improvements on track.

As a Customer Insight Operations Apprentice you will be:

• Perform analysis of complaints to identify systemic issues, trends, and customer pain points
• Analyse reasons for contact across voice, secure message, and back-office functions to understand customer behaviour and support customers to self-serve
• Collaborate with operational teams and journey owners to track progress and improvements
• Track and report on RCA themes and contact drivers, supporting the development of dashboards and insight packs
• Support the validation and measurement of improvement initiatives linked to RCA and contact reduction
• Contribute to the continuous improvement of RCA processes and methodologies

• Confident communication skills, both written and verbal
• Ability to build andmaintainrelationships with internal and external stakeholders with ease
• Ability to manage processes andcoordinatingwith different people
• Strong analytical skills with the ability to identify patterns and root causes from qualitative and quantitative data
• Ability to translate complex findings into clear, actionable recommendations
• Efficient, proactive, structured…