Customer Experience Specialist

5 days ago


Norwich, Norfolk, United Kingdom Aviva Full time

Job Summary:

We are seeking a highly skilled Customer Experience Specialist to join our team at Aviva. As a key member of our Customer Journey Product Owner team, you will play a critical role in optimizing and enhancing the new business journeys for Aviva Online and Quote Me Happy.

About the Role:

In this role, you will be responsible for driving the development of PCW customer journeys across all distribution channels and products, including Home and Car Insurance. You will work closely with key stakeholders to achieve strategic commercial, customer, and regulatory goals.

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.

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, as well as 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.

What We Offer:

  • 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


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