Duties & Responsibilities

• Support and help deliver the PCW customer journey roadmap to meet Aviva’s Retail division’s strategic commercial, customer and regulatory outcomes

• Ensure the development of strong and collaborative relationships with key stakeholders to deliver the target outcomes

• Analyse performance of key business measures relating to PCW new business and renewal customer journeys

• Support end to end new business customer journey management, delivery and governance working collaboratively with digital and operations teams to deliver optimum customer experiences

• Support the delivery of the digital trading initiatives designed to optimise conversion rate, improve income per policy and profitability

• Support the identification of opportunities and drive through change to improve customer experience and performance

• Adhere to the highest of regulatory standards when implementing journey changes (including obtaining Legal, Risk, and Compliance approvals), be a champion of the customer and a protector of brand assets and values

Skills & Experience required

• Prior working experience within a digitally focused role, for a customer-centric brand

• Trading or analytical focused career background

• Awareness of UX and CX best practices and trends

• Strong stakeholder management skills, with experience of working collaboratively with cross-functional teams

• Problem solving and creative thinking, with a view to improving customer outcomes and experience

• Comfortable working in a fast-paced, agile methodology environment

• Inquisitive mindset and comfortable raising new ideas

• Interested user experience (UX) and customer experience (CX) best practices and trends

• Awareness of how to define and manage risks, issues and interdependencies

• Numerate and comfortable with data analytic systems

What will you get for this role?

• Competitive annual salary, depending on skills, experience, location and qualifications

• Generous defined contribution pension scheme

• Annual performance related bonus and pay review

• Holiday allowance of 29 days plus bank holidays and the option to buy/sell up to 5 additional days

• Up to 40% discount for some Aviva products through “My Aviva Extras” plus discounts for Friends and Family. (Some exclusions apply)

• Excellent range of flexible benefits to include a matching share save scheme

Working at Aviva

At Aviva, we’re people with a purpose. To be with you today, for a better tomorrow.

We bring this to life by ensuring managing risk is at the heart of the way we all work. We love people who do the right thing for our customers, and our colleagues. We want people who speak up, who take responsibility, and who make good decisions.

The way we do this is important too. We’re all about our people – that’s you – so we can be pretty flexible. If you want to work from home some of the time or change your hours so you can pick up your kids or care for someone in your family, we’re very open to that. In fact, we don’t advertise roles as either part or full time, because we know each person has different needs, just as each business area has different needs. So, it’s up to you to discuss working hours during your interview.

We care deeply about being inclusive and that means we encourage applications from people with diverse backgrounds and experiences. We want our employees to bring their whole self to work and that starts with you.

We interview every disabled applicant* that meets the minimum criteria for the job. Once you’ve applied, please send us a separate email stating that you have a disclosed disability and we’ll make sure we interview you.

We’d love it if you could submit your application online. If you require an alternative method of applying, please give Daisy Holmes a call on 07436 672007 or send an email to daisy.holmes@aviva.com.

*As defined in The Equality Act 2010*. By ‘minimum criteria’ we mean you should provide us with evidence which demonstrates that you generally meet the level of competence required and have the qualifications, skills or experience defined as essential to perform the role.