Customer Experience Associate

5 days ago

London, Greater London, United Kingdom Aviva Full time
About the Role

We are seeking a highly skilled Customer Experience Associate to join our team at Aviva. As a key member of our team, you will play a crucial role in optimizing and enhancing the customer journey for our Price Comparison Website (PCW).

Key Responsibilities
  • Collaborate with the PCW Customer Journey Product Owner to drive the development of customer journeys across all distribution channels and products.
  • Monitor customer experience data and performance metrics to identify and resolve issues and drive changes.
  • Analyse customer journeys to highlight opportunities for improvement and specify requirements for changes.
  • Work with the delivery team to deliver prioritised changes and own the outcomes of such changes.
  • Ensure adherence to regulatory standards and protect Aviva's brand values.
Requirements
  • Good understanding of the General Insurance market, specifically Car & Home insurance, and the dynamics of the PCW market.
  • Ability to think creatively about new customer journey ideas and concepts.
  • Effective communication and presentation skills.
  • Strong problem-solving skills and ability to work independently.
  • Ability to develop strong relationships and work effectively across multiple teams.
What We Offer
  • Starting salary: up to £32,000 / London: up to £37,000.
  • Bonus opportunity: 8% of annual salary.
  • Generous pension scheme: Aviva will contribute up to 14%.
  • 29 days holiday plus bank holidays.
  • Make your money go further: up to 40% discount on Aviva products.
  • Up to £1,200 of free Aviva shares per year.
  • Brilliantly supportive policies, including parental and carer's leave.
  • Flexible benefits to suit you, including sustainability options.
  • Make a difference: be part of our Aviva Communities and use your 3 paid volunteering days to help others.
About Aviva

We are an inclusive company that welcomes everyone. We want applications from people with diverse backgrounds and experiences.

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.

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