Are you a highly motivated and customer-focused individual looking for a dynamic role in the insurance industry? Look no further! Aviva is seeking a dedicated Customer Journey Manager to join our team and help us deliver exceptional experiences to our valued customers. As a Customer Journey Manager, you will play a crucial role in developing and optimizing the customer journey across all touchpoints, ensuring a seamless and personalized experience for each and every customer. We are looking for a driven and innovative individual with a strong understanding of customer behavior and the ability to drive strategic initiatives to enhance their journey. If you have a passion for delivering top-notch customer experiences and possess the necessary qualifications, we want to hear from you!
- Develop and optimize the customer journey across all touchpoints, including but not limited to digital channels, call center, and in-person interactions.
- Ensure a seamless and personalized experience for each customer by identifying pain points and implementing solutions to improve the overall journey.
- Utilize customer behavior data and insights to drive strategic initiatives that enhance the customer journey and increase customer satisfaction.
- Collaborate with cross-functional teams, including marketing, sales, and operations, to align on customer journey goals and objectives.
- Monitor and analyze customer journey metrics to identify areas for improvement and track progress towards goals.
- Stay up-to-date on industry trends and best practices to continuously enhance the customer journey and maintain a competitive edge.
- Act as a customer advocate within the organization, advocating for the needs and preferences of our customers.
- Develop and maintain strong relationships with key stakeholders, including customers, to gather feedback and incorporate it into the customer journey strategy.
- Train and educate employees on customer journey best practices and procedures to ensure a consistent and high-quality experience for all customers.
- Act as a leader and mentor to other team members, fostering a culture of customer-centricity and continuous improvement.
Excellent Communication And Interpersonal Skills, With The Ability To Collaborate With Cross-Functional Teams And Stakeholders.
Bachelor's Degree In Marketing, Business Management, Or A Related Field.
Minimum Of 3-5 Years Of Experience In Customer Journey Management Or A Similar Role.
Proven Track Record Of Developing And Implementing Successful Customer Journey Strategies.
Strong Analytical Skills And Experience In Data Analysis And Interpretation.
Communication Skills
Project Management
Data Analysis
Marketing Strategy
Relationship Building
Brand management
Customer segmentation
Customer journey mapping
Customer Experience
Cross-Functional Collaboration
Digital Optimization
Communication
Conflict Resolution
Emotional Intelligence
Leadership
Multitasking
Time management
creativity
Teamwork
Adaptability
Problem-Solving
According to JobzMall, the average salary range for a Customer Journey Manager in Norwich, UK is £28,000 - £45,000 per year. This can vary depending on the industry, company size, and level of experience.
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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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