Customer Experience Consultant

3 months ago

Norwich, United Kingdom Aviva Full time

Customer Experience Consultant

**Salary**: £25,000 to £37,500

In this role you will be a part of the Retail team that is focused on delivering great customer and commercial outcomes across our General Insurance retail products (Aviva Direct, Aviva Online, QMH and GA) across the direct and price comparison websites. The team are accountable for the performance of the business with a real focus on delivering profitable growth in the highly competitive retail market - and work with colleagues across our Marketing, Digital, IT, Pricing, Product, Operations and Claims teams to manage the customer experience and commercial performance of this £500m+ business.

You will be supporting our PCW Customer Journey Manager with the performance and optimisation of the PCW customer in-life journeys (Aviva Online and Quote Me Happy) across all distribution channels and all products. You will help drive the development of the PCW customer journeys to meet Retails strategic commercial, customer and regulatory outcomes. This will require the development of strong and collaborative relationships with key partners to deliver the target outcomes.

A bit about the job:
- Continuously monitor customer experience data and performance metrics to solve issues when they arise and inspire changes- Review both ours and competitors in-life customer journeys and highlight opportunities for improvement.- Specify requirements for journey changes and be responsible for delivery (including resolution of risk events that arise from time to time)- Own and monitor the customer and commercial outcomes from your changes- Ensure you adhere to highest regulatory standards when implementing journey changes and protect our brand values

Skills and experience we’re looking for:
- Good understanding of General Insurance market, specifically Car & Home insurance, and the dynamics of the PCW market.- Think creatively about new customer journey ideas and concepts along with understanding standard methodology and trends- Effectively communicate and demonstrate your ideas and concepts to all partners with good attention to detail- You thrive in a fast-paced work environment that requires strong problem-solving skills and independent self-direction to communicate ideas that inspire, inform, or captivate consumers- Ability to develop strong relationships and work effectively across multiple teams - both business and IT teams

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 between £25,000 and £37,500 (depending on location, skills, experience, and qualifications)- Bonus opportunity - 8% of annual salary Actual amount depending on your performance and Aviva’s.- Generous pension scheme - Aviva will contribute up to 14%, depending on what you put in.- 25 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 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

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