Customer Experience Associate
Please note this position is a 12 month contract.
You will be supporting our PCW Customer Journey Manager with the performance and optimisation of the PCW customer new business journey's (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 stakeholders to deliver the target outcomes.
Skills and experience:
1. Good understanding of General Insurance market, specifically Car & Home insurance, and the dynamics of the PCW market.
2. Think creatively about new customer journey ideas and concepts along with understanding best practice and trends
3. Effectively communicate and demonstrate your ideas and concepts to all stakeholders with good attention to detail
4. 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
5. Ability to develop strong relationships and work effectively across multiple teams – both business and IT teams
Duties & Responsibilities include:
6. Continuously monitor customer experience data and performance metrics to solve issues when they arise and drive changes
7. Review both ours and competitors new business customer journeys and highlight opportunities for improvement.
8. Specify requirements for journey changes and be responsible for delivery (including resolution of risk events that arise from time to time)
9. Own and monitor the customer and commercial outcomes from your changes
10. Ensure you adhere to highest regulatory standards when implementing journey changes and protect our brand values
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.
11. Salary ranges from £34,000 - £38,000 (Depending on skills, experience and qualifications)
12. Bonus opportunity - 8% of annual salary Actual amount depends on your performance and Aviva’s.
13. Generous pension scheme - Aviva will contribute up to 14%, depending on what you put in.
14. 29 days holiday plus bank holidays, and you can choose to buy or sell up to 5 days
15. Make your money go further - Up to 40% discount on Aviva products, and other retailer discounts
16. 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
17. Brilliantly supportive policies including parental and carer’s leave
18. Flexible benefits to suit you, including sustainability options such as cycle to work
19. Make a difference, be part of our Aviva Communities and use your 3 paid volunteering days to help others
20. We take your wellbeing seriously with lots of support and tools
Aviva is for everyone:
We’re inclusive and welcome everyone – we want applications from people with diverse backgrounds and experiences.
Excited but not sure you tick every box? Research tells us that women, particularly, feel this way. So, regardless of gender, why not apply. And if you’re in a job share just apply as a pair.
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.