Head of Customer Research & Insight

We have an exciting opportunity for a head of customer research & insight to join our new marketing centre of excellence and lead our team. The Marketing centre of excellence has been created with the aim of building world class capabilities across key marketing disciplines, from planning through to rapidly evolving digital marketing channels. It changes the emphasis of what we do from product to customer and capability, with the ambition of delivering on our One Aviva strategy. This is a great job for an experienced insight, analysis and research practitioner working within a financial service or any other regulated service industry company (e.g., utilities, telecoms). A bit about the job: The purpose of this role is to lead the customer Insight & research centre of excellence, owning insight generation, external research, delivering actionable voice of the customer, putting the customer at the heart of everything we do. The post holder will:

• Build and lead a team of customer insight and experience managers to collaborate effectively with the wider business and other centres of excellence
• Create and communicate customer insights to the business in support of key strategic and tactical company initiatives and take an active role in ensuring that insights are acted upon across the business
• Develop and manage the voice of the customer programme, covering transactional and relationship surveys, ensuring effective delivery of insights to digital, operational and journey management teams
• Ensure that insights are synthesised from both external and internal data analysis, in partnership with our data science team
• Take an active role in ensuring that learnings from insight activities are used in decision making for both strategic initiatives and Voice of Customer activities

Skills and experience we’re looking for:

• Detailed understanding of insight and research channels, tools, techniques and methodologies
• Previous experience of leading the customer insight & research gained from working in a regulated industry and complex corporate environment
• Educated to degree level, or research or customer experience professional qualification
• Excellent stakeholder management and storyteller with a commercial outlook and a focus on delivering results
• Innovative and entrepreneurial – willing to try new things to build the reputation of the discipline within the business and excellent attention to detail

What you’ll get for this role:

• Starting salary between £120,000 and £130,000 (depending on location, skills, experience, and qualifications)

• Generous pension (starting level Aviva contributes 8% when you contribute 2%)
• Eligibility for annual performance bonus of between 0% - 50%
• Long Term Incentive Plan (Restricted Stock Units) for high performers, between 10% and 30% of salary
• Private Medical Insurance for self
• Family friendly parental and carer’s leave
• 29 days holiday per year plus bank holidays and the option to buy/sell up to 5 additional days
• Up to 40% discount for Aviva products
• Brilliant flexible benefits including electric cars
• Aviva Matching Share Plan and Save As You Earn scheme
• 21 volunteering hours per year

Aviva is for everyone: We are inclusive and welcome everyone – we want applications from people with diverse backgrounds and experiences. Excited but not sure you tick every box? Research tells us that women, particularly, feel this way. So, regardless of gender, why not apply. And if you’re in a job share just apply as a pair. 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 give Tawana Chin a call on 07787 251496 or send an email to tawana.chin@aviva.com.