Customer Journey Manager, Aviva

£50-65k

Plus bonus opportunity - 10% of annual salary Actual amount depends on your performance and Aviva’s and 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

Junior and Mid level

London

More information about location

3-5 days a week in office

Insurance, wealth and retirement business

Be an early applicant

Insurance, wealth and retirement business

1001+ employees

B2CInsuranceFinancial Services

Be an early applicant

£50-65k

Junior and Mid level

London

More information about location

3-5 days a week in office

1001+ employees

B2CInsuranceFinancial Services

Company mission

With you today, for a better tomorrow. Aviva exist to be with people when it really matters, throughout their lives.

Job

Company

Role

Who you are

Are you someone with a strategic mindset who loves being creative and innovative? Do you have a passion for improving customer journeys and enjoy conducting market and competitor reviews? If so, we have the perfect role for you!
Strong knowledge of customer journey mapping
Experience in managing several stakeholders
Good understanding of backlog management
Ability to compile and analyse data to generate actionable insights and present findings
Outstanding communication and presentation skills

What the job involves

You will identify and enhance customer experience improvements through customer journey mapping and will work on strategic projects that deliver changes to our One Aviva journeys
Our new colleague will collaborate with other departments to establish and embed customer journey best practices
You will manage a central backlog, track changes, and monitor their impact
The role will influence and engage with stakeholders across Aviva to prioritize customer experience changes
For the role, you'll work with Customer Journey Leads to map journeys and review best practices, compile insights for analysis and storytelling at governance forums, and collaborate with team members to manage a central backlog and track changes

Salary benchmarks

Our take

With 18 million international customers, Aviva is the largest provider of insurance and leading life and pension funds in the UK. With a history that dates back to the founding of Hand in Hand Fire & Life Insurance Society in 1696, Aviva’s current form is thanks to a merger between Norwich Union and CGU plc in the year 2000.

Over the noughties, Aviva grew its market out to Europe and established a high-profile foothold in America thanks to the most expensive advertising campaign of the time that included celebrities Alice Cooper and Bruce Willis. Into the 2010s, the insurance broker was forced to restructure and close a large number of its non-core businesses in a bid to increase its shareholder returns and streamline its focus. In 2012 it sold its US wing to Athene Holding to further this goal.

Now stripped back after sell-offs of subsidiaries in Indonesia, Italy, and many more countries, Aviva is refocusing on pensions. In the wake of a Pensions Dashboard Programme delay in the UK, Aviva is in the running to take over the programme thanks to its pre-existing private systems. This exemplifies Aviva’s renewed focus on the fintech sector, all whilst playing national analyst during the cost of living crisis thanks to its annual Age of Ambiguity study.

Steph

Company Specialist at Welcome to the Jungle

Insights

Led by a woman

2% employee growth in 12 months

Glassdoor (3.7)

Company

Company HQ

City of London, London, UK

Leadership

Amanda Blanc

(CEO, not founder)

Currently Group Board Non-Executive Director at BP. Previously Chairman of the Welsh Rugby Union, Senior Advisor at Trov, CEO at Zurich Insurance Company.

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