Customer Journey Lead

Closing date: 2nd May 2025
 

Customer Journey Lead - Salary circa £65000 National / £80000 London  

Are you a seasoned professional with a strategic mindset and a flair for creativity and innovation? Do you excel at enhancing customer journeys and have a keen eye for market and competitor analysis? If so, we have an exceptional opportunity for you! 

A bit about the job: 

In this role, you'll lead the strategic elements of our customer journey team and will focus on mapping and identifying opportunities to enhance customer experience and engagement, setting ambitious goals for our journeys. You will conduct market and non-financial services best practice reviews to inform your analysis and collaborate closely with stakeholders across Digital, Data, Marketing, and Business Units to understand their strategies and analyse their impact on our current and target state journeys. You'll work with other strategy teams, like Customer Strategy, to integrate customer journey proof-points and strategic thinking. The individual will also be responsible for working with teams in our GI and IWR businesses to establish and embed customer journey best practice across Aviva and working with the team to manage a central backlog, tracking change and monitoring the impact.

Skills and experience we’re looking for: 

• Strong knowledge of customer journey mapping  

• Expertise in conducting comprehensive reviews of market and competitor best practices and trends. 

• Senior Stakeholder management skills  

• Experience in operating successfully in a matrix organisation   

• Outstanding communication and presentation skills  

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.  

• Starting salary Salary circa £ 65.000 National / £ 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 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 

Take a look to learn more.  Put a salary into this calculator to see what your total Aviva Reward could be. 

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 send an email to vivien.gergaly@aviva.com