Product Manager - AI Conversational Journeys

This is a great job for someone who is passionate about creating outstanding digital customer experiences and excited by the opportunities AI can create. You'll bring experience from product, digital, customer experience or conversational AI disciplines and be excited by the opportunity to shape how customers engage with one of Aviva’s strategic AI capabilities.

A bit about the job: We're building an AI-powered Virtual Assistant that helps customers get the support they need quickly and easily across our digital channels. As our AI Conversational Journeys Product Manager, you'll define the vision, strategy and roadmap for the conversational journeys delivered through the Virtual Assistant, ensuring they deliver intuitive, effective and joined up customer experiences. You'll work across customer experience, operations, technology, digital and AI teams to identify opportunities, develop new capabilities and create seamless Virtual Assistant experiences that connect effectively with self-service and colleague-supported journeys. You'll shape how customer intents, AI agents, tools and capabilities are orchestrated to support customer goals and outcomes, while using insight, experimentation and performance data to continuously improve outcomes. You'll be accountable for delivering conversational journeys that balance customer needs, business priorities and operational effectiveness, helping us create better experiences and business outcomes.

Skills and experience we're looking for:

• Significant experience leading digital, customer experience or AI-enabled products, with accountability for strategy, roadmap delivery and measurable business outcomes.
• Proven ability to define, deliver and optimise end-to-end customer journeys across digital channels, balancing customer needs with commercial and operational priorities.
• Strong stakeholder management and influencing skills, with experience aligning senior leaders and cross-functional teams around a shared vision.
• Experience delivering complex change within large organisations, using customer insight, data and experimentation to inform product decisions.
• Strong understanding of digital customer experience, conversational AI, omnichannel journeys or AI-powered customer solutions.

What you’ll get for this role:

• Starting salary Regional: Circa 90k / London: Circa 100k (depending on location, skills, experience, and qualifications)
• Bonus opportunity 12% – actual amount depends on your performance and Aviva’s Generous pension scheme e.g. if you put in 8%, Aviva adds 14% in.
• 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

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.