About the Customer Science team 

We believe that everything is better when we put the customer first; data & technology help us do that at scale.  We leverage rich first-party data to develop insights, models and systems that deliver better customer and commercial outcomes. We combine technical expertise with a partnering approach to drive strategic change and impact. 

We are based in Hoxton Square in a start-up style environment with talent from a broad range of industries.  We embrace hybrid working; we see huge value in meeting in-person to collaborate and have fun, but we also appreciate the productivity, flexibility and quality-of-life that working from home affords.  Above all, we treat our people like adults. 

We have won “Best Place to work in Data” at DataIQ Awards in 2019 AND 2020…clearly we are doing something right!  https://www.dataiq.co.uk/articles/articles/dataiq-awards-2020---best-place-to-work-in-data-aviva-customer-science-team 

Within Customer Science, our Digital Experience workstream tracks and analyses web and app data, combines it with customer data to understand behaviour, and uses this to support continuous improvement of the digital estate, including onsite testing and personalisation. Working closely with data scientists and machine learning engineers means opportunity to expand your horizons, applying cutting edge techniques to provide relevant, data-driven, online solutions and experiences to our customers.  

We are not a typical, back-room analytics team of “reactive servants”.  We combine analytics & e-commerce expertise with a consultancy-like approach and execution.  We are passionately customer-first, and partner to drive strategic change and impact through our work.  

Role Purpose:  

• Maximise the customer and commercial value across our Digital Estate; drive performance by identifying impactful opportunities in our data, and acting on them 

• Combine digital (web / app) data with customer data to help us better understand our customers and their preferences  

• Support the delivery of personalised and automated customer processes across our sites to enhance our customer experience  

Role Accountabilities: 

• Provide deep-dive analysis on customer journeys and propositions, delivering recommendations to optimise these and supporting implementation of improvements 

• Work with Adobe Analytics, Decibel and other digital analytics tools to understand customer behaviour across websites and apps 

• Activate opportunities using digital technologies and our data science capabilities to deliver business growth with data 

• Make use of other customer data to enrich analysis and generate a deeper level of insight 

• Support a wide range of business stakeholders and working groups to ensure decisions are supported with relevant, accurate and timely information  

Minimum Qualifications: 

• Be educated to degree or post-graduate level, in a numerate or business/marketing discipline, or able to demonstrate equivalent knowledge and ability developed through industry experience 

• Be a highly analytical, energetic problem-solver who thrives on challenge, change and ambiguity 

• Have working knowledge of building dashboards & data visualisations through, but not limited to, Excel, VBA, Tableau, Qlikview, Adobe Analytics 

Desirable Experience: 

• Have working experience using web analytics platforms such as Adobe Analytics or Google Analytics. Additional experience using the Adobe Marketing Cloud (e.g. Audience Manager, Target, Campaign) is beneficial but not essential 

• Though not compulsory, some interest & experience analysing customer level data using coding languages such as SQL, R or Python is beneficial 

• Be a highly analytical, energetic problem-solver who thrives on challenge, change and ambiguity 

• Thrive on communicating and presenting your findings to stakeholders of all levels 

• Prioritise efforts on the things that matter most for customers and our business; and measure yourself against outputs and impact delivered, rather than time spent

•  Be a self-starter and team player, not afraid to challenge received wisdom and promote new ideas 

• Have a thirst for knowledge and self-development and enjoy sharing that with others 

• Enjoy collaborating with others to deliver brilliant, high-impact work 

• Able to communicate complex technical concepts to specialist / non-specialist audiences 

• A positive, can-do attitude and a proactive approach; a great team player 

What will you get for this role? 

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

• A generous defined contribution pension scheme 

• Annual performance related bonus and pay review 

• A 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