Customer Journey Lead

Salary Circa £60k

We have a fantastic opportunity for an experienced Customer Journey professional to join our team. Our Insurance, Wealth and Retirement business has around £11m customers across the UK all with different types and levels of interactions with us. We are working to develop our Customer Journey management practice for this area of Aviva, this is a great job for someone who wishes to proactively work with our internal business partners and suppliers/contractors to ensure a consistent and flawless customer experience!

A bit about the job:

You will lead the development of customer journey mapping and measurement to support an increased focus on customer needs and difficulties when prioritising effort, change and funding. This will contribute to our commitment to achieve good customer outcomes and minimise customer harm.

A key feature of this position will be role modelling customer journey through the best practise, leadership and partner management. You will spend time engaging service delivery within customer operations and outsourcing as well as advising our strategic transformation agenda and work within our group functions and business lines across propositions and sales and distribution.

Skills and experience we’re looking for:

• Previous experience of customer journey mapping gained from working in a large regulated and complicated environment

• Excellent senior stakeholder management skills with the ability to positively influence internal and external partners

• Practice and people leadership with the ability to write business cases

• Ability to handle various projects and initiatives as required and deliver regular reporting to senior business partners

• Keeps up-to-date with industry trends and standard methodologies, provides thought leadership on emerging trends

What you’ll get for this role:

Our purpose - with you today, for a better tomorrow – is a promise we make to our colleagues too. And one of the ways we live up to that promise is by investing in you. We have so much to offer when it comes to being an Aviva colleague.

• Starting salary circa £60,000 (depending on location, skills, experience, and qualifications)

• Bonus opportunity - 12% of annual salary Actual amount depends on your performance and Aviva’s.

• Generous pension scheme - Aviva will contribute up to 14%, depending on what you put in.

• 29 days holiday plus bank holidays, and you can choose to buy or sell up to 5 days

• Make your money go further - Up to 40% discount on Aviva products, and other retailer discounts

• Up to £1,200 of free Aviva shares per year through our Matching Share Plan and share in the success of Aviva with our Save As You Earn scheme

• Brilliantly supportive policies including parental and carer’s leave

• Flexible benefits to suit you, including sustainability options such as cycle to work

• Make a difference, be part of our Aviva Communities and use your 3 paid volunteering days to help others

• We take your wellbeing seriously with lots of support and tools

Take a look to learn more. Put a salary into this calculator to see what your total Aviva Reward could be.

Aviva is for everyone:

We’re inclusive and welcome everyone – we want applications from people with diverse backgrounds and experiences.

Excited but not sure you tick every box? Research tells us that women, particularly, feel this way. So, regardless of gender, why not apply. And if you’re in a job share just apply as a pair.

We flex locations, hours and working patterns to suit our customers, business, and you. Most of our people are smart working –spending around 50% of their time in our offices every week - combining the benefits of flexibility, with time together with colleagues.

To find out more about working at Aviva take a look here

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

We’d love it if you could submit your application online. If you require an alternative method of applying, please give Tawana Chin a call on 07789 624461 or send an email to tawana.chin@aviva.com .