Training & Content Specialist

Overview

Our purpose is to give everyone real confidence to put their money to work. With a heritage dating back more than 175 years, we have a long history of innovation in savings and investments, combining asset management and insurance expertise to offer a wide range of solutions. Our two distinct operating segments, Asset Management and Life, work together to provide access to balanced, long-term investment and savings solutions.

Through 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.

Training & Knowledge Content Specialist

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 across all of its products and wrappers and has an ambitious growth plan for 2025 and beyond. M&G Life operations work with a 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, using a mix of in sourcing and outsourcing service operations to sell to domestic and international markets.

The Training & Knowledge Content Specialist is responsible for creating high-quality, engaging, and compliant training and knowledge materials that support the development of customer service colleagues across M&G’s in-house and outsourced operations. Working closely with the coaching team—who act as subject matter experts—the role holder will translate operational expertise into structured learning journeys and accessible content.

This role plays a critical part in ensuring that training is fit for purpose, aligned with regulatory expectations, and supports the delivery of exceptional customer outcomes. In addition to core service training, the role holder will design and maintain learning pathways for leadership development and succession planning, including training for managers and specialists. They will collaborate across teams to understand learning needs, optimise training design, and maintain knowledge resources that enable consistent, confident service delivery.

• Design and write training content for customer service roles across contact, complaints and back office functions.
• Collaborate with coaches and operational SMEs to capture expertise and translate it into structured learning materials.
• Develop and maintain knowledge management content, ensuring accuracy, accessibility, and alignment with business and regulatory standards.
• Create learning journeys that support onboarding, upskilling, leadership development, and succession planning.
• Design and maintain training content for managers and specialists to support capability growth and career progression.
• Ensure training content reflects FCA, FOS, and internal compliance requirements.
• Work with operational leaders and change teams to ensure training supports new products, processes, and service enhancements.
• Review and update training materials in response to feedback, regulatory changes, and service evolution.
• Support the development of digital learning formats and self-serve content.
• Maintain version control and governance of training and knowledge assets.
• Collaborate with the Customer Standards & Coaching Manager to ensure training delivery is consistent and impactful.

• Experience in instructional design, training content creation, or learning development within a customer service or regulated environment.
• Strong writing and editing skills, with the ability to simplify complex information.
• Understanding of FCA and FOS requirements and how they apply to training and knowledge content.
• Experience working with subject matter experts to develop learning materials.
• Familiarity with…