Customer Experience Associate

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Customer Experience Associate Apply
locations
Norwich
London (UK)
posted on
Posted Today
job requisition id
R-140851
Customer Experience Associate
Please note this position is a 12 month contract.
You will be supporting our PCW Customer Communications Strategy and Delivery Manager with the performance and optimisation of the PCW customer end to end journey communications for Aviva Online, Quote Me Happy and General Accident across all products. You will help drive the development of the PCW customer communications and/or 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.
Duties & Responsibilities Include: Continuously monitor customer experience data and performance metrics to drive changesReview the in-life customer communications and highlight opportunities for improvementRegularly conduct market and competitor reviewsSpecify requirements for communication and, where needed, the corresponding journey changes. Take responsibility for
delivery (including
resolution of risk events that arise from time to time)Own and monitor the business and customer benefit and/or outcomes from your changesEnsure you adhere to highest regulatory standards when implementing communication and journey changesProblem solving issues with customer communications and journeys when they ariseBe a champion of the customer and a protector of brand assets and valuesSkills and experience we’re looking for:Good understanding of General Insurance market, specifically Car & Home insurance, and the dynamics of the PCW market with an interest in customer experienceThink creatively about new customer journeys and the role communications play within those journeys – NB, in-life, retention and cancellation – with an attention to detailEffectively communicate and demonstrate your ideas and concepts to all stakeholders with supporting data for initiativesYou thrive in a work environment that requires strong problem-solving skills and independent self-direction to communicate ideas that inspire, inform, or captivate consumersAbility to develop strong relationships and work effectively across multiple teams, whilst also being comfortable working in a fast-paced, agile environment. 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.Salary ranges from £34,000 - £38,000 (Depending on skills, experience and qualifications) Bonus opportunity - 8% 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 daysMake your money go further - Up to 40%
discount on Aviva products , and other retailer discountsUp 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
schemeBrilliantly
supportive policies
including parental and carer’s leave Flexible benefits
to suit you, including
sustainability options
such as cycle to workMake 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 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.To find out more about working at Aviva take a look
here
We interview every disabled applicant who meets the minimum criteria for the job. Once you’ve applied, please send us an email stating that you have a disclosed disability, and we’ll interview you.We’d love it if you could submit your application online. If you require an alternative method of applying, please give Dylan Wood a call on 07385 426164 or send an email
to
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About Us
We help our 18 million customers to save for the future and manage the risks of everyday life. To give these customers the best possible products and service we know we must make Aviva the most attractive choice for talented, entrepreneurial people with diverse backgrounds and an evolving range of expertise and insight.
So, we’re passionate about helping our 22,000 people to do the best work of their lives, to enable them to make a positive difference to the lives of our customers.
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