Head of Customer Experience & Insight

Home Based Other, Perth, Glasgow, York, Norwich, London (UK), Sheffield
13 Jan 2021
19 Jan 2021
Contract Type
Full Time

Due to Aviva’s desire to continuously improve and further develop its customer centricity, a brand-new role in Customer Operations has been created – Head of Customer Experience & Insight (Head of CX & Insight). This new role will be responsible for driving the customer centricity agenda for the GI business, and supporting the drive to a customer led, digital first business.

This role will lead a team of c. 120 heads across areas such as: customer insight, complaints handling, quality assurance, conduct and speech analytics. Alongside these operational duties, the Head of CX & Insight will also be accountable for creating & delivering accurate and insightful MI, action planning & driving ongoing CX improvements. Therefore we are keen to engage with individuals who can showcase both an operational and analytical skillset at this level along with an ability to bring cross functional teams together to drive change.

Aviva introduced “smart-working” in 2020 and therefore remote working is currently on offer – however the successful post-holder will be required to travel to key sites across England & Scotland as required by their business unit.

Duties & Responsibilities

To ultimately provide comprehensive insight and analysis, supporting customer-based business decisions and continually improving customer experience. Aviva are looking for a candidate who can discuss at length their exposure to:

Customer insight tasks – Transactional Net Promoter Score (TNPS), Online Experience Score (OES), speech analytics etc.

Effective complaint handling and root cause identification

Operational quality assurance

Working as a Customer Centricity lead within a matrix organisation

Conducting risk reporting and providing relevant insights

Wider customer report suite development

Leading a large team – both customer-facing and analytical

Presenting departmental analytical reports to up to Exco / Board level

Skills & Experience required

Prior industry experience i.e. working within a large Financial Services organisation, showcasing excellent relevant regulatory knowledge, would be very beneficial

Prior senior leadership experience - ideally across both customer-facing, and analytical / conduct divisions within Insurance, or a similar sector

Hands-on, yet analytical approach to achieving high levels of customer engagement & centric activity

Effective and impactful partner management is also a key capability requirement

What will you get for this role?

Competitive salary (depending on skills, experience and qualifications)

Generous defined contribution pension scheme

Annual performance related bonus and pay review

Holiday allowance of 29 days plus bank holidays and the option to buy/sell up to 5 additional days

Up to 40% discount for some Aviva products through “My Aviva Extras” plus discounts for Friends and Family. (Some exclusions apply)

Excellent range of flexible benefits to include a matching share save scheme

Working at Aviva

At Aviva, we’re people with a purpose. To be with you today, for a better tomorrow.

We bring this to life by ensuring managing risk is at the heart of the way we all work. We love people who do the right thing for our customers, and our colleagues. We want people who speak up, who take responsibility, and who make good decisions.

The way we do this is important too. We always ‘Care More’. It’s our thing. We’re all about our people – that’s you – so we can be pretty flexible. If you want to work from home some of the time or change your hours so you can pick up your kids or care for someone in your family, we’re very open to that. In fact, we don’t advertise roles as either part or full time, because we know each person has different needs, just as each business area has different needs. So, it’s up to you to discuss working hours during your interview.

We care deeply about being inclusive and that means we encourage applications from people with diverse backgrounds and experiences. We want our employees to bring their whole self to work and that starts with you.

We interview every disabled applicant* that meets the minimum criteria for the job. Once you’ve applied, please send us a separate email stating that you have a disclosed disability and we’ll make sure we interview you.

We’d love it if you could submit your application online. If you require an alternative method of applying, please give Daisy Holmes a call on 0121 200 5924 or send an email to daisy.holmes@aviva.com.

*As defined in The Equality Act 2010*. By ‘minimum criteria’ we mean you should provide us with evidence which demonstrates that you generally meet the level of competence required and have the qualifications, skills or experience defined as essential to perform the role.