Head of Customer Experience, Communications and Engagement

Head of Customer Experience, Communications and Engagement

Salary: circa £110,000 (based on location, experience, and qualifications)

Location - flexible

Are you someone who can lead large, multi-disciplinary teams to transform customer communications and experiences?

A bit about the job

We are looking for an experienced and inspiring leader to join Insurance, Wealth and Retirement as our new Head of Customer Experience, Communications & Engagement. This is a senior role with the opportunity to shape how we communicate with, support and engage our customers, while driving meaningful improvements across their experience.

Reporting to the Customer Outcomes and Heritage Business Director, you will lead a large, multi-disciplinary function spanning customer experience and communications. You will bring together customer insight, complaints, engagement data and vulnerable customer evidence to help simplify journeys, strengthen communications and ensure customers receive clear, accessible and effective support.

We are looking for an inclusive and confident leader who can bring clarity to complex challenges, build strong relationships and turn insight into action. We'd like someone who has strong leadership experience across customer communications, engagement, customer experience, transformation, operations or service improvement. You will be comfortable influencing senior stakeholders, leading through change and turning complex evidence into clear priorities and practical action. If you are passionate about improving customer outcomes and creating positive change across IWR, we would love to hear from you.

This role brings these capabilities together so customer communications and service experiences remain current, usable, compliant and aligned to customer and business needs.

Skills and experience we're looking for

• Excellent stakeholder management and influencing skills across senior leaders, product, operations, digital, data, compliance, risk and transformation teams, with the ability to provide concise, outcome-led recommendations and clear escalation where action is required
• Strong commercial, operational and regulatory judgement, with the leadership capability to bring together multi-disciplinary teams and balance customer, cost, risk and business outcomes.
• Significant experience in customer communications, product/service communications management, customer engagement, customer experience, transformation, operations or service improvement roles.
• Ability to bring structure to ambiguity, translating product, regulatory, operational and customer insight into clear priorities and practical, measurable improvements across matrix teams.

• Strong understanding of product and service communications, regulatory and operational change, customer journeys, customer outcome measurement, complaints insight, vulnerable customer needs and Consumer Duty expectations.

In this role you'll be 'Certified' under the Financial Conduct Authority / Prudential Regulation Authority's Senior Managers and Certification Regime (SMCR). This means that we'll need to complete some regulatory background checks on you before you take up your role and we'll need to ask you some questions on an annual basis to make sure you remain 'fit and proper' to carry out your role. We'll provide training on what holding a SMCR role means when you join us and annually thereafter.

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 circa £110,000 (depending on location, skills, experience, and qualifications)

• Bonus opportunity - 25% of annual salary, (actual amount depends on your performance and Aviva's.)

• Generous pension scheme e.g. if you put in 8%, Aviva adds 14%

• 29 days holiday plus bank holidays, and you can choose to buy or sell up to 5 days

• Aviva-funded Private Medical Benefit to help you get expert support when you need it

• 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 at least 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'd love it if you could submit your application online. If you require an alternative method of applying, or if you have any queries in relation to the vacancy, please email kitti.majer@aviva.com.