Digital Experience Assistant

United Kingdom
Up to £35,000 per annum
07 Oct 2017
08 Nov 2017
Contract Type
Full Time
An exciting new opportunity for a Digital customer experience and product assistant has opened in our Digital Garage in London.

The Background

UK Digital is positioned as a distribution business, with an aim to deliver innovative propositions, leading digital experience and sustainable long term profit growth. Our ambition is to build more direct relationships with customers, growing from 3.2m Direct customers today to 5-6m in 2020.

The Team

The Digital Customer Experience team is responsible for the customer experience and performance of all digital assets across UKD products,, Quote & Buy, MyAviva & MyAviva App. Products covered are from across the composite - GI, Life, Health, Commercial, Savings & Investments.

The Person

The roles focus is to be the Customer Experience and Product support for the day to day management and continuous development of online journeys. You will work closely with digital product and design, digital propositions, marketing and IT stakeholders to understand their requirements, the benefits and ultimately manage the delivery of small & medium change. Develop, deliver and test digital initiatives aimed at driving business performance and improving the customer experience.

Duties & Responsibilities

  • Support the creation of best in class journeys which drive customer satisfaction, increased usage and engagement , quote and sales and reduction in failure calls
  • Support change, driving improved performance
  • Provide support on strategic projects impacting Digital Journeys
  • Identify weaknesses and suggest solutions, working as part of cross-functional team
  • Shape requirements & execute activity exploiting new digital capability such as Multi Variant Testing
  • Continually review and refine Digital Customer Journeys
  • Ensure that any changes are appropriately approved by Risk & Compliance
  • Support the co-ordination of change across digital journeys to ensure consistency in customer experience
  • Report on performance, identify action and communicate reason and quantify impact of change
  • Participate in cross working teams - working in conjunction with key business partners including to deliver business plans
  • Work in conjunction with the insight team, and Ecommerce to input and utilise customer insight accordingly
  • Contribute to and deliver online change through Agile projects
  • Take personal responsibility to achieve a year on year improvement in the understanding of risks, the strength of controls, customer outcomes and the quality of every day decisions, in line with the Aviva Values.
  • Report and escalate the status of the relevant risks and controls as appropriate.
  • Maintain appropriate records and ensure that controls are sufficiently well designed and operating effectively to keep the risks that they mitigate.
Skills & Experience required

  • Must have digital experience
  • Numerate and technical mind
  • Must understand website design principles including mobile (responsive design/ mobile website) and user experience
  • Passionate about customer experience
  • Great attention to detail
  • Communication skills & stakeholder management
  • Breadth of thinking across multiple channels
  • Good understanding of marketing & product in the insurance /financial services sector.
  • An understanding of IT infrastructure and website development
  • Project planning and implementation
  • Understanding of web delivery life cycle, including knowledge of agile working and the development cycle / testing
  • Innovative thinker
  • Confidence in constructively challenging the status quo

  • Integrity
  • Consistent with Aviva values
  • Gives, and seeks, honest and open feedback.
  • Respected and trusted
  • Takes responsibility
  • Results Orientated
  • Sets clear objectives and develops plans to meet them
  • Balances the strategic with the day-to-day
  • Progressiveness
  • Builds plans with customers in mind having understood their needs
  • Generates and implements new initiatives
  • Promotes exchange of learning, best practice and new ideas
  • Teamwork
  • Sets clear direction, sells benefits to gain commitment
  • Uses reciprocal relationships for the common good
  • Generates pride in the team Qualifications
  • A relevant Marketing/Digital/E-Business related degree is desirable (including CIM, IDM) or equivalent experience.
What will I get from this role

  • Salary up to £35,000 dependent on experience
  • Annual performance related pay review and bonus
  • Defined contribution pension scheme
  • Generous holiday allowance
  • Excellent flexi-benefits package
Bring to Aviva what makes you different and we’ll support you to do the best work of your life. We encourage applications from everyone who wants to help us achieve our purpose of helping our customers to Defy Uncertainty.

One of Aviva’s core values is Care More, and this is brought to life through the flexible ways we like to work. This may include working from home some of the time, or flexible work schedules to accommodate parent and carer responsibilities, further studies and hobbies.

We prefer all applications to be submitted online, however if you require an alternative method of applying please contact Vicky Gianre in the Resourcing team on 0117 928 4420.

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