Customer Journey Manager

Aviva; London; Hybrid; GBP 50,000 - 65,000; Full time

Job description

Customer Journey Manager - Salary circa £50,000 National / £65,000 London

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!

A bit about the job:

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.

Skills and experience we’re looking for:

• 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 you’ll get for this role:

• Starting salary circa £50,000 National / £65,000 London (depending on location, skills, experience, and qualifications)
• Bonus opportunity - 10% 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 holidays 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

Aviva is for everyone:

We’re inclusive and welcome everyone – we want applications from all backgrounds and experiences. Excited but not sure you tick every box? Even if you don’t, we would still encourage you to apply. We also consider all forms of flexible working, including part time and job shares.

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.

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