Customer Journey Manager

Customer Journey Manager – Salary circa £50,000

Aviva are currently looking for a Customer Journey Manager to join our Retail Speciality team.

It\’s an exciting time to join Aviva\’s personal lines business. After a period of profitable growth, we\’re now looking to expand some of our key teams across the business.

The successful candidate will define, scope and shape Retail Speciality customer improvement initiatives, working closely with the Performance Leads, Product Owner and their change squad – resulting in better customer and commercial outcomes, as well as meet our regulatory requirements.

If this role sounds interesting to you, don’t hesitate to apply!

A bit about the job:

We’re looking for an expert to lead the development of Specialty propositions, product features, and seamless end-to-end customer journeys. You will be responsible for leading all aspects of customer journey performance, identifying areas of improvement, and collecting feedback and insights. By analysing competitor and market trends, you’ll provide actionable recommendations that enhance both the customer experience and business performance. Collaboration is key, as you’ll work closely with Performance Leads to identify opportunities for improving propositions and journeys, developing tests, and implementing broader changes. This position also plays a crucial role in defining and refining the scope, impacts, and high-level requirements of initiatives, ensuring they are ready for the Discovery phase.

Skills and experience we’re looking for:

• A customer centric approach, experience of customer, proposition, and product development
• Proven track record of identifying and supporting customer & commercial improvements
• Good understanding of products, channels and journeys in the insurance sector
• Strong stakeholder management and communication skills
• Knowledge of Telematics, Van, and Non-standard insurance products ideal, although not essential

What you’ll get for this role:

• Starting salary circa £50,000 (depending on location, skills, experience, and qualifications)
• Bonus opportunity – 10% of annual salary Actual amount depends on your performance and Aviva’s.
• Generous pension scheme – Aviva will contribute up to 14%, depending on what you put in.
• 29 days holidays 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 £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

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 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 send an email to

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