Excellence & Insights manager - Customer service

at  Aviva

Beyond BAU, the context behind this position is key – Aviva Ireland are now embarking on a wide-ranging and ambitious change program, which raises the profile of this opportunity within the wider business. This is an opportunity to be with us from the beginning, becoming a key partner on important initiatives that we believe will take our business and customer excellence reputation to the next level in the Irish market.
You must have valid Irish, UK, or EU work rights to be considered for this role
Location: Cherrywood, Dublin 18 with hybrid working
We would like you to have relevant experience in a similar position within a regulated environment – so insurance or financial services experience is key. We’re looking for a familiarity with data analytics and data presentation, dealing and acting on insights drawn from customer interactions, trends analyses, stakeholder management experience and excellent communication skills.
The vision of Aviva Ireland’s Customer Experience function is to offer a first-class customer service to our Brokers and Customers, allowing us to achieve our ambition of being the number one provider in the Broker Market in Ireland. We also want to ensure we become the most trusted customer-centric insurer in our market. That’s where you come in.
This important role sits within the Customer Experience function. The role collaborates across all our business functions, using CX expertise and knowledge of working with data, to measure, monitor, and improve the experience that we deliver for our customers across all journey points. The role will include Customer analytics and reporting aspects and you will provide rich insights and informative MI packs to various stakeholders across the Business.
You will be collaborating with Customer Service Managers and their Customer Effort Rating (CER) scores, and drawing insights to drive improvements, ensuring the customer is represented, and always looking for opportunities to improve our customer’s experience.
You will develop our plan of initiatives, taking inputs from a variety of sources, or example: team ideas, complaints, errors, TNPS (transaction net promotor scores) and Voice of the Customer data. In the main these are initiatives to progress within the Customer Experience team rather than being wider change project initiatives. The role will also have key inputs and represent Customer Experience in key change projects and wider improvement initiatives across the business, including automation and digitalisation.

Your responsibilities will include:

• Own key controls to meet the requirements of, and deliver, The Aviva Customer Service Standard, call out gaps and Risks.
• Assist in delivering business initiatives for our Life & Pension business with our transformation teams.
• Work with various teams to implement new tools/project changes/ functional digital requirements.
• Analyse key inputs such as TNPS, VoC data, Service MI, errors & Complaints - develop individual action plans as well as an overarching Customer Experience plan of initiatives to address key themes.
• Deliver actionable insight on root causes and potential next steps.
• Turn large amounts of information into useable insights and summaries.
• Support operational areas to understand their customer pain points and identify areas for improvement.
• Meet monthly with management from across CE Function to present and review customer sentiment data, customer insights and use insights to drive change.
• Work closely with the Customer Experience Managers to support them in the shaping, agreement and delivery of customer focussed team initiatives.
• Provide support & Input to Life ExCo, Board, Group when required.

Qualifications

• Business Qualification (Degree level) is desirable.
• QFA (or already working to achieve this) is required.

Skills / Knowledge and Experience

• Strong customer advocate with a clear focus on excellent customer outcomes in service delivery.
• Be progressive, can engage others in the change process.
• Team management, strong influencing and stakeholder management skills, with a proven track record of working alongside senior management.
• Great communication skills (particularly written) and a real ability to apply Aviva Tone of Voice standards.
• Communication skills, including the ability to convey complex information in clear simple way.
• Good understanding of the regulatory and risk environment of the business
• Ability to work independently and collaboratively across various teams and functions.
• Experience managing teams.
• Data oriented – comfortable manipulating data, drawing insights from data, creating and speaking to succinct conclusions drawn from data.
• Competent with Excel – Pivot tables, Vlookup, data visualization, and PowerPoint – presenting data and delivering clear messages.

Why Aviva?

• A competitive market leading salary depending on skills, experience, and qualifications
• Generous pension (employee contribution matching of up to 14% if you contribute 8%)
• Annual performance related bonus and pay review
• Holiday allowance of 25 days plus bank holidays, and the option to buy/sell up to 5 additional days
• Free car parking
• Generous Health & dental insurance contributions after six months
• Aviva Matching Share Plan and Save As You Earn scheme and Approved Profit Share Scheme
• Cycle to Work benefit scheme
• TaxSaver Travel Scheme
• Family friendly parent’s (matching paternity and maternity leave) and carer’s leave.
• Up to 40% discount for some Aviva products plus discounts for Friends and Family
• Employee Assistance Programme
• Volunteering days
• Professional qualification support and transparent career progression plans

Aviva is for Everyone:
Our diversity and inclusion policies and initiatives are shaping an environment where everyone feels welcome regardless of age, disability, race, ethnicity, gender, gender identity, religion, culture, sexual orientation, national origin, marital status, pregnancy, maternity or those with other caring responsibilities. Our approach helps to ensure that Aviva is a place which values difference and provides equal opportunities for all.
We flex locations, hours and working patterns to suit our customers, business, and you. Our smart working combines the benefits of flexibility with time together with colleagues.
We prefer all applications to be submitted online, however if you require an alternative method of applying please contact owen.currie@aviva.com

• Own key controls to meet the requirements of, and deliver, The Aviva Customer Service Standard, call out gaps and Risks.
• Assist in delivering business initiatives for our Life & Pension business with our transformation teams.
• Work with various teams to implement new tools/project changes/ functional digital requirements.
• Analyse key inputs such as TNPS, VoC data, Service MI, errors & Complaints - develop individual action plans as well as an overarching Customer Experience plan of initiatives to address key themes.
• Deliver actionable insight on root causes and potential next steps.
• Turn large amounts of information into useable insights and summaries.
• Support operational areas to understand their customer pain points and identify areas for improvement.
• Meet monthly with management from across CE Function to present and review customer sentiment data, customer insights and use insights to drive change.
• Work closely with the Customer Experience Managers to support them in the shaping, agreement and delivery of customer focussed team initiatives.
• Provide support & Input to Life ExCo, Board, Group when required