Duties and responsibilities

• Setting the strategy and providing leadership on the digital experience we provide to meet our customer’s needs

• Tapping into customer feedback to understand how we can deliver experiences that can resolve key customer pain points

• Facilitating the planning, timing and execution of delivery roadmaps. Prioritisation and management of requirements, balancing the needs of the business with the available resource are key

• Working with your team to manage the delivery of change from vision and inception through to post-live validation and monitoring

• Making sure you consider the customer experience, brand risk and commercial impacts in everything you do

• You’ll work closely with marketing, trading and propositions, optimisation and operations teams to develop and deliver change’

• Monitor customer journeys utilising tools such as Adobe Analytics and other available customer metrics including journey mapping methodologies to capture all aspects (positive and negative) of the end-to-end customer journey

• Act as the customer SME in customer journey UX and design discussions

• Review and awareness of competitor activity to propose competitive solutions/offerings on product pages

What does good look like:

• Drive people onto the site and make sure they spend time there

• Ensure they start progressing through the sales funnel

• Seeing if they come back to site, even if it’s just to browse or play, ensuring they can pick up where they left off e.g. ‘quote start’.

• Get rid of anything that’s stopping them moving around the site

• Ultimately, turning them into a loyal customer that tells their friends about Aviva

Skills and experience

• Proven experience in leading and managing CX as an SME, ideally within financial services.

• Used to working with senior stakeholders, multiple teams, and projects

• Ability to work collaboratively across the business whilst balancing the strategic with the day-to-day

• The ability to implement strategic direction for future customer experiences

• Experience of using a variety of data and insight to inform and validate solutions

• A proven ability to adapt to quickly changing environments, learn at pace, and encourage others to do the same

• Creative outlook and problem solver

• You’re prepared and happy to roll up your sleeves and tackle something hands-on when needed – but also able to manage quality delivery through others

• Commercially aware with a real understanding of the business trading plans/targets

• Experience of Adobe Analytics to monitor site performance

• Previous experience of JIRA (preferred but not essential as full training will be provided)

What will you get for this role?

• Salary of Circa £45,000 depending on location, skills, experience 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 Dylan Wood a call on 07385 426164 or send an email to Dylan.wood@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.