Are you passionate about creating meaningful experiences for customers? Do you have a knack for identifying pain points and crafting solutions to enhance their journey? Look no further, because Aviva is seeking a highly motivated and customer-centric individual to join our team as a Customer Journey Manager. In this role, you will have the opportunity to shape the end-to-end customer experience and drive loyalty and satisfaction. If you thrive in a fast-paced environment and have a strong understanding of customer behavior and analytics, we want to hear from you! Read on to see if you have what it takes to be our next Customer Journey Manager at Aviva.
- Develop and implement strategies to enhance the overall customer journey and experience.
- Conduct thorough research and analysis to identify customer pain points and areas for improvement.
- Collaborate with cross-functional teams to design and implement solutions that address customer needs.
- Monitor and track customer satisfaction and loyalty metrics, and use insights to continuously improve the customer journey.
- Develop and maintain a deep understanding of customer behavior and preferences.
- Stay updated on industry trends and best practices to ensure our customer journey remains competitive and relevant.
- Utilize customer data and analytics to inform decision-making and optimize the customer journey.
- Act as a customer advocate within the organization, ensuring that all decisions and actions prioritize the customer experience.
- Create and implement training and development programs for employees to ensure a customer-centric mindset and approach.
- Collaborate with marketing and sales teams to develop targeted campaigns and promotions that align with the customer journey.
- Monitor and address any customer complaints or issues, and proactively identify and resolve potential problems.
- Continuously seek out new and innovative ways to improve the customer journey and exceed customer expectations.
Experience In Customer Journey Mapping: The Ideal Candidate Should Have A Strong Background In Creating Customer Journey Maps, Understanding The End-To-End Customer Experience, And Identifying Pain Points To Develop Effective Customer Journey Strategies.
Strong Analytical Skills: A Customer Journey Manager At Aviva Must Possess Excellent Analytical Skills To Gather And Interpret Data From Various Sources, Including Customer Feedback, Market Research, And Sales Data, To Make Informed Decisions And Drive Customer Experience Improvements.
Project Management Experience: As A Customer Journey Manager, The Candidate Must Have Experience In Managing Cross-Functional Projects And Collaborating With Different Teams To Implement Customer Journey Initiatives Successfully.
Excellent Communication Skills: The Candidate Should Have Exceptional Communication Skills To Effectively Articulate Customer Journey Strategies And Recommendations To Senior Management, Stakeholders, And Cross-Functional Teams.
Customer Centric Mindset: The Ideal Candidate Should Have A Strong Understanding Of Customer Needs, Behaviors, And Preferences To Design And Deliver A Customer-Centric Experience. They Should Also Have A Passion For Continuously Improving The Customer Journey To Drive Customer Satisfaction And Loyalty.
Communication Skills
Project Management
Data Analysis
Problem Solving
Digital Marketing
Strategy development
Team Leadership
Journey Mapping
Stakeholder management
Customer Experience
Customer Insights
Communication
Conflict Resolution
Emotional Intelligence
Leadership
Time management
creativity
Attention to detail
Teamwork
Adaptability
Problem-Solving
According to JobzMall, the average salary range for a Customer Journey Manager in London, UK is between £40,000 and £65,000 per year. However, this can vary depending on factors such as the industry, company size, and level of experience. Some Customer Journey Managers may earn higher salaries, particularly in larger companies or in industries such as finance or technology. On the other hand, those with less experience or working for smaller companies may earn lower salaries.
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Aviva plc is a British multinational insurance company headquartered in London, United Kingdom. It has about 33 million customers across 16 countries. In the United Kingdom, Aviva is the largest general insurer and a leading life and pensions provider.
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