At M&G, 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 offer workplace adjustments to ensure you have the support you need to succeed in your role.
The Role
This role sits within M&G Life Technology and leads hands-on delivery of the Servicing AI programme — our multi-year transformation to re-imagine how we serve customers and advisers through digital-first experiences, an AI-augmented front office, and zero-touch automation. Working alongside the Servicing AI Programme Lead, Enterprise Architect and business sponsors, the Senior Delivery Lead owns end-to-end delivery across the programme's workstreams, converting an ambitious roadmap into working capability at pace, safely and at scale.
This is a 12-month fixed-term contract.
Purpose of the Role
- Own delivery execution for the Servicing AI programme from planning through build, test, release and stabilisation.
- Turn strategy into value by translating the Servicing AI roadmap and delivery focus into sequenced, measurable delivery increments aligned to business outcomes.
- Lead multi-disciplinary teams across M&G and delivery partners, providing direction, unblocking delivery and holding teams to account for quality and pace.
- Embed AI and automation into contact channels, colleague tooling and operational processes to reduce cost-to-serve and improve customer and adviser experience.
- Protect delivery within a regulated environment ensuring robust governance, risk management and control across all delivery, consistent with PRA, FCA and DORA obligations and Board-approved risk appetite.
Key Responsibilities
Delivery Leadership
- End-to-end delivery: Own delivery of medium-to-high complexity across Digital and data — against committed scope, cost, time and quality.
- Roadmap execution: Break the program scope into deliverable increments, manage critical path, dependencies and cross-workstream sequencing.
- Agile delivery: Run effective agile/hybrid ceremonies and cadences; drive throughput, predictability and continuous improvement across squads and partner teams.
Outcomes & Benefits
- Benefits realisation: Drive delivery toward targeted outcomes — e.g. reduced voice contact through deflection, increased digital self-serve, automation of high-volume journeys, and higher same-day resolution.
- Performance monitoring: Track delivery against KPIs and value measures; report status, risks and forecasts clearly to programme and senior stakeholders.
Governance, Risk & Controls
- Controlled delivery: Operate within the programme's solution design and control framework; ensure changes progress through appropriate design, assurance and go/no-go gates.
- Risk & compliance: Identify, manage and escalate delivery risks and issues; ensure regulatory, security and data controls are embedded by design.
Stakeholder & Partner Management
- Stakeholder engagement: Build trusted relationships across Technology, Operations, Change and business sponsors; communicate progress, decisions and trade-offs with clarity.
- Vendor & partner management: Manage delivery partners and suppliers to ensure timely, high-quality delivery and value for money; hold partners to account against commitments.
- People & knowledge: Support insourcing and capability build; mentor delivery colleagues and capture lessons learned to uplift delivery maturity.
Skills & Competencies
- Delivery excellence: Proven ability to lead complex, multi-workstream technology delivery end-to-end using Agile, Waterfall and hybrid methods within a governed environment.
- Digital & AI fluency: Strong understanding of digital platforms, CRM (ideally Salesforce), contact/voice technology, data platforms and applied AI/automation in a servicing context.
- Outcome orientation: Able to align delivery to business outcomes, cost-to-serve and customer/adviser experience — not just outputs.
- Leadership & influence: Skilled at leading matrixed and partner teams, unblocking delivery and influencing senior stakeholders.
- Governance & risk: Confident operating in a regulated, controlled environment with strong risk, assurance and dependency management.
- Communication: Excellent written and verbal skills; able to translate technical delivery into clear, decision-ready updates for senior audiences.
Experience
- Proven track record: Significant experience delivering complex digital / technology transformation programmes end-to-end.
- Financial services: Essential; Life & Pensions or wider insurance/wealth highly desirable.
- Digital & AI delivery: Demonstrable experience delivering customer-facing digital, CRM, contact-centre and AI/automation capability.
- Regulated change: Strong background delivering within highly controlled, regulated environments (PRA / FCA / DORA or equivalent).
- Partner-based delivery: Experience leading delivery through third-party / offshore partners and managing insourcing or transition.
What we offer:
We’re dedicated to supporting your wellbeing and helping you thrive, both at work and beyond. Our benefits are designed to help you balance your professional and personal life, and financially plan for the future. Our UK benefits include:
- A valuable pension scheme of up to 18% (13% made up of employer contributions and 5% employee contributions).
- Access to our Share Save and Share Incentive Plan, alongside financial wellbeing and support services to help give you real confidence to put your money to work.
- Enjoy 38 days annual leave (including bank holidays), with the opportunity to purchase up to five extra days. Our Time Off When You Need It policy gives you the flexibility - to balance work and personal commitments.
- Our market-leading Inspiring Families policy includes comprehensive support and paid parental leave covering maternity, adoption, surrogacy, and paternity leave - because supporting families is an important part of our inclusive culture.
- Health & Protection cover includes Private Healthcare, Critical Illness cover and Life Assurance for you, with additional family options - for peace of mind.
To explore more about life at M&G and our full benefits offering, visit Life at M&G
At M&G we strive to have a diverse workforce and an inclusive culture, underpinned by our policies and employee-led networks that offer networking, support and development opportunities for the diverse communities our colleagues represent. We welcome applications from people of all backgrounds – across gender, ethnicity, age, disability, sexual orientation and more – including neurodivergent individuals, career returners and those with military service experience.
M&G is proud to be Level 3: Disability Confident Leader under the UK Government Disability Confident employer scheme, and we welcome applications from candidates with disabilities and long-term health conditions. If you would like to participate in the initiative, you will have the opportunity to indicate this on your application.
We are committed to providing an inclusive recruitment process. All candidates have the opportunity to request reasonable adjustments when applying. If you need any additional support at any stage, please contact us at: careers@mandg.com
