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Customer Experience Specialist
2 months ago
We are seeking a highly skilled Customer Experience Specialist to join our team at Aviva. As a key member of our organization, you will play a critical role in optimizing and enhancing our customer journeys across all distribution channels and products.
Key Responsibilities- Monitor customer experience data and performance metrics to identify and resolve issues and drive changes.
- Analyze both our own and competitors' new business customer journeys to highlight opportunities for improvement.
- Specify requirements for changes and work with the delivery team to deliver prioritized change, including resolution of occasional risk events.
- Own the outcomes of changes and track them by monitoring customer experience data and performance metrics.
- Ensure adherence to the highest regulatory standards when implementing journey changes and protect our brand values.
- 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, along with understanding best practice and trends.
- Effective communication and presentation skills to demonstrate ideas and concepts to all stakeholders.
- Ability to thrive in a fast-paced work environment that requires strong problem-solving skills and independent self-direction.
- Ability to develop strong relationships and work effectively across multiple teams - both business and IT teams.
- Starting salary: up to £32,000 / London: up to £37,000 (depending on location, skills, experience, and qualifications).
- Bonus opportunity: 8% of annual salary (actual amount depends on 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.
