ExecutiveFull TimeEN
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.
Purpose of the Role
The Head of Frontline Services shapes and leads a seamless, human‑centred workplace experience across the organisation. The role brings together people, place, technology and service excellence to create welcoming, intuitive and high‑performing environments for colleagues and visitors. It sets the vision and standards for workplace experience, ensuring consistent, hospitality‑led soft service delivery, elevating key moments that matter, and driving continuous improvement through data, insight and innovation. Partnering closely with HR, Technology, Communications, FM and wider business stakeholders, the role ensures the workplace strengthens culture, supports hybrid working, enhances wellbeing and enables colleagues to do their best work.
Key Responsibilities
Experience Delivery & Performance
Lead the operational delivery of workplace Moments That Matter, ensuring experience standards are maintained, KPIs are achieved, and performance is actively managed. Monitor day‑to‑day experience outcomes, resolve issues, and deliver continuous improvements to strengthen consistency and quality across M&G office locations.
Service Delivery & Hospitality Excellence
Lead the day‑to‑day delivery of a range of colleague and visitor facing soft services — including reception, front of house, helpdesk services, hosting, events, workplace ambassadors, travel and visitor management. Maintain operational excellence, ensuring SLAs/KPIs are met and a hospitality‑first ethos delivers seamless, frictionless experiences.
Journey Design, Experience Enhancement & Continuous Improvement
Own the end‑to‑end colleague and visitor journey, elevating key touchpoints such as onboarding, collaboration, executive hosting and internal events. Use feedback, utilisation data, audits, floorwalks and engagement insights to resolve friction, benchmark against best practice, and drive ongoing service innovation and improvement.
Supplier Relationship Management & Governance
Lead procurement, contracting and performance management of soft‑service and experience‑impacting suppliers. Set and maintain service standards, KPIs and continuous improvement expectations, ensuring integrated, consistent delivery across FOH, catering, security, FM and related partners.
Leadership, Team Development & Cross‑Functional Collaboration
Develop and lead a high‑performing workplace experience team with a strong hospitality mindset. Act as senior escalation point for workplace experience matters and partner closely with HR, Technology, Communications, ESG, Projects and business units to embed experience principles into design, policy, technology, hybrid working and change activity.
Experience, Skills & Attributes
Success Measures
Recruiter: Matt Campbell
Close Date: 2nd April 2026
Work Level: Integration Leader
What we offer:
At M&G, we’re committed to helping you thrive and supporting your wellbeing, both at work and beyond. Our benefits are designed to help you balance your professional and personal life, while planning confidently for your future. Our UK benefits include:
As a savings and Investments firm we are proud to offer a valuable pension scheme of 18%, with 13% made up of Employer Contributions and 5% Employee Contributions. We also offer Share Save and our Share Incentive Plan, together with access to 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 5 extra days and additional flexibility through our Time Off When You Need It policy – to balance your work and personal commitments.
Our market leading Inspiring Families policy includes comprehensive support and paid parental leave covering maternity, adoption, surrogacy, and paternity leave - as supporting families is a core aspect of our inclusive culture.
Health & Protection cover including Private Healthcare, Critical Illness cover and Life Assurance for you, with family options - for peace of mind.
To explore more about life at M&G and our full benefits offering, visit 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 also proud to be a Disability Confident Leader, and we welcome 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 by contacting us at: careers@mandg.com
