Customer Strategy Lead

Aviva; London; Hybrid; GBP 70,000 - 80,000

Job description

Customer Strategy Lead

Salary Circa £70,000 National / Circa £80,000 London

Locations York, Norwich, Bristol, and London

Do you live and breathe Customer and feel passionately about driving a strategy that benefits both customers and Aviva? This role might be for you!

Working in the Planning and Strategic Projects team within the Group Customer & Marketing function we have the exciting challenge to deliver our customer growth strategy and plans to bring One Aviva to our 15+ million customers.

A bit about the job:

One Aviva is the key strategic opportunity for Aviva in 2022-2027 and we are looking for a highly analytical individual with a deep understanding of Aviva’s operating model, commercial environment, and financial metrics. The ideal candidate will demonstrate:

Your role will help support our strategy through the planning, execution, adoption and performance management of key initiatives that support our customer growth strategy.

Responsibilities will include:

• Customer Focus: Identify, define, and scope priority customer segments for the One Aviva Customers.
• Customer-Centric: Understand and enhance the drivers of excellent customer experience.
• Market Insight: Conduct ongoing market scanning and competitor analysis to stay ahead.
• Innovative Propositions: Develop differentiated customer propositions leveraging Aviva's data, digital, and marketing capabilities.
• Collaborative Growth: Work closely with Data Science to understand the value, volume, and characteristics of existing multi-product holders, establishing both tactical and strategic growth opportunities.
• Strategic Articulation: Articulate the opportunity gaps between existing plans and the realization of the One Aviva strategy.
• Business Case Development: Contribute to the development of business cases for a portfolio of opportunities to deliver the required customer and financial outcomes.
• Project Planning: Translate high-level strategic priorities and opportunities into structured project plans with clear KPIs and timescales.
• Stakeholder Collaboration: Maintain close collaboration with stakeholders across the business to ensure the sustained uptake of the strategy.
• Clear Communication: Ensure clear, consistent, and regular communications are published to share successes and progress against key deliverables.

Skills and experience we’re looking for:

• Insightful Analysis: Source and analyse diverse information, transforming complex data into actionable insights.
• Outcome-Oriented: Draw valuable information from people to capture and deliver successful outcomes.
• Data-Driven: Utilise your proficiency in data analysis and customer science to drive compelling propositions.
• Industry Savvy: Navigate the insurance and wealth markets with a good understanding of the regulatory framework and Aviva’s business strategies.
• Performance Enhancer: Define opportunities for improved performance and deliver outstanding outcomes.

What you’ll get for this role:

• Salary: Circa £70,000 National / Circa £80,000 London (depending on location, skills, experience, and qualifications).
• Bonus opportunity – 12% 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 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.

We’d love it if you could submit your application online. If you require an alternative method of applying, please give Sahra Abdulla a call on 07775 042 835 or send an email to [e-mail].