Head of Customer Contact Transformation
Head of Customer Contact Transformation
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Job Description
Head of Customer Contact Transformation
Starting salary circa 110000
Location: Sheffield Norwich York or Bristol
Do you thrive on leading largescale transformation Are you passionate about delivering exceptional customer experiences through innovation and technology
This is a fantastic opportunity for a strategic leader with a strong background in change delivery customer contact transformation and digital innovation. It would suit someone with experience in financial services is ready to take a on a highimpact leadership role and is ready to shape the future of customer contact at Aviva.
A bit about the job:
This role exists to lead the transformation of our customer contact operations initially focused on Wealth with a view to scaling across the wider IWR business. Youll be responsible for delivering a unified roadmap that brings together automation AI enablement digital contact strategies and offshoring initiatives to drive significant improvements in efficiency over the next 12 18 months and then maintain this as an ongoing discipline. Youll lead a team of change professionals and work closely with senior stakeholders across the business including Customer & Marketing to drive strategic outcomes and deliver measurable benefits.
Skills and experience were looking for:
- Proven experience leading largescale transformation programmes in a regulated environment
- Strong understanding of customer contact operations digital channels and AIdriven solutions
- Excellent stakeholder management and leadership skills with experience influencing at senior levels
- Commercially astute with a track record of delivering efficiency and customer experience improvements
- Experience managing significant budgets and leading crossfunctional teams
What youll 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 110000 (depending on location skills experience and qualifications)
- Bonus opportunity 25% of annual salary Actual amount depends on your performance and Avivas.
- 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 1200 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 carers 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 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 youve applied please send us an email stating that you have a disclosed disability and well interview you.
Wed love it if you could submit your application online. If you require an alternative method of applying please give Tawana Chin a call onor send an email to .
Required Experience:
Director
Employment Type
Full Time
