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Head of Customer Contact Transformation

2 weeks ago

Norwich, United Kingdom Aviva Full time

Head of Customer Contact Transformation

Starting salary circa £110,000

Location: Sheffield, Norwich, York or Bristol

Do you thrive on leading large-scale transformation? Are you passionate about delivering exceptional customer experiences through innovation and technology?

This is a fantastic opportunity for a strategic leader with a strong background in change delivery, customer contact transformation, and digital innovation. It would suit someone with experience in financial services, is ready to take a on a high-impact leadership role and is ready to shape the future of customer contact at Aviva.

A bit about the job:
This role exists to lead the transformation of our customer contact operations, initially focused on Wealth, with a view to scaling across the wider IWR business. You’ll be responsible for delivering a unified roadmap that brings together automation, AI enablement, digital contact strategies, and offshoring initiatives to drive significant improvements in efficiency over the next 12 - 18 months and then maintain this as an ongoing discipline. You’ll lead a team of change professionals and work closely with senior stakeholders across the business including Customer & Marketing to drive strategic outcomes and deliver measurable benefits.

Skills and experience we’re looking for:

- Proven experience leading large-scale transformation programmes in a regulated environment
- Strong understanding of customer contact operations, digital channels, and AI-driven solutions
- Excellent stakeholder management and leadership skills, with experience influencing at senior levels
- Commercially astute with a track record of delivering efficiency and customer experience improvements
- Experience managing significant budgets and leading cross-functional 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 circa £110,000 (depending on location, skills, experience, and qualifications)
- Bonus opportunity - 25% 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 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

.