Journey Success and Complaint Resilience Lead

Job Description

M&G Life is seeking a Team Leader for the Customer Resilience and Journey Success team in Stirling. You will lead a specialist complaints team, delivering timely, fair and empathetic resolutions across voice, secure messaging and webchat.

The role partners with outsourced providers and change teams to drive improvements and ensure regulatory compliance. The role emphasizes leadership, root-cause analysis, and proactive journey improvements, with responsibility for CEO escalations, regulatory