Customer Experience & Change Manager – Salary of up to £57,900(National) or £66,950 (London)   

Location – Norwich or London  (travel would be required to Norwich)

Contract – 12 months
 

Aviva are currently looking for a Customer Experience & Change Manager to join the business on an 12-month contract (Subject to change depending on your notice period, contract would start from March).

A fantastic opportunity for someone with a strong customer focus who is curious and wants to drive  change to the Aviva Direct car & home digital customer journeys resulting in improvements to our customers’ experience as well as improving commercial outcomes. 

A bit about the job:

The purpose of this role is to improve customer experience & maximise new business, revenue and profitability generated from our direct car and home customer journeys across online – web & app and  telephony channels,– to help meet Retail’s strategic commercial, customer and regulatory outcomes.

The role will monitor customer and business metrics to ensure our digital journeys are optimised resulting in  the best customer experience and driving Aviva’s digital customer journey agenda from quote through to sale. 

There may also be opportunity to get involved with renewals, mid-term adjustments, cross sell, and cancellations.  

You’ll actively seek out and scope opportunities for improvement, working closely with our colleagues in Digital to prioritise and define the change.  You will have regulatory responsibility for the journey, so will need to ensure you have obtained the appropriate sign off for any changes. 

You will monitor performance of the changes made against the planned KPIs.  As well as scoping opportunities to improve the online journeys, the role will be required to pick up any fixes that are identified.

This is an exciting, important and fast paced role where you will be working across a multi-functional virtual team as well as supporting the wider Digital and business areas in improvements and fixes.

Skills and experience we’re looking for:

• Digital Change Experience is preferred

• Highly collaborative – working within a virtual team to deliver

• Excellent at building strong relationships & stakeholder management

• Customer & commercial focused

• Quick-thinker and a solution-finder, with creative flair and attention to detail

• Direct insurance experience is preferred

What you’ll get for this role:

• Salary of up to £57,900 (National) or £66,950(London) (depending on skills, experience, and qualifications)

• Generous pension (starting level Aviva contributes 8% when you contribute 2%)

• Eligibility for annual performance bonus

• Family friendly parental and carer’s leave

• 29 days holiday per year plus bank holidays and the option to buy/sell up to 5 additional days

• Up to 40% discount for Aviva products

• Aviva Matching Share Plan and Save As You Earn scheme

• 21 volunteering hours per year