Program Lead - Technology - FTC (AI)

Location: London, United Kingdom

Company

M&G is a financial services company providing asset management, insurance, savings, and investment solutions.

What you will do

• Own end-to-end delivery of the Servicing AI programme across planning, build, testing, release, and stabilisation.
• Translate the programme roadmap into sequenced delivery increments aligned with business outcomes, cost, time, and quality commitments.
• Lead multidisciplinary teams across M&G and delivery partners, remove blockers, and maintain delivery pace and quality.
• Embed AI and automation into contact channels, colleague tooling, and operational processes.
• Manage programme dependencies, benefits realisation, KPIs, risks, issues, and senior stakeholder reporting.
• Ensure delivery follows appropriate design, assurance, governance, security, data, and regulatory control gates.

Requirements

• Significant experience delivering complex digital or technology transformation programmes end to end.
• Proven ability to lead multi-workstream delivery using Agile, Waterfall, and hybrid methods in a governed environment.
• Essential experience in financial services; experience in life and pensions, insurance, or wealth is highly desirable.
• Demonstrable experience delivering customer-facing digital, CRM, contact-centre, and AI or automation capabilities.
• Strong experience working in regulated environments, including PRA, FCA, DORA, or equivalent requirements.
• Experience leading third-party or offshore delivery partners and supporting insourcing or transition.

Nice to have

• Experience with Salesforce CRM.
• Background in life and pensions, insurance, or wealth management.

Culture & Benefits

• Flexible working arrangements and workplace adjustments are available.
• Pension scheme with contributions of up to 18%.
• Share Save and Share Incentive Plan, plus financial wellbeing support.
• 38 days of annual leave including bank holidays, with the option to purchase up to five additional days.
• Paid parental leave and family support through the Inspiring Families policy.
• Private healthcare, critical illness cover, and life assurance.