Customer Insights Manager

2 weeks ago

Markham, Canada Aviva Full time

Individually we are people, but together we are Aviva. Individually these are just words, but together they are our Values - Care, Commitment, Community, and Confidence.

The Customer Insights and Reporting Manager works in the Customer Experience (CX) team. This role collaborates across all of our business functions, using CX expertise, and knowledge of data to measure, monitor, and improve the experience that we deliver for our customers across all journey points.

The Customer Insights & Reporting Manager is an expert in customer data, pulling together lead and lag measures from across the business in order to report on the performance of our customer experience, gather insight from change in measures, and proactively identify areas of opportunity for improvement.

This role also works closely with teams that collect qualitative customer feedback (e.g. Claims, Research & Insights, Aviva Connex, Customer Operations, Finance) to augment quantitative metrics, to identify key insights that will drive improvements to customer experience at Aviva Canada. In this way, the Customer Insights & Reporting Lead will inspire change that positively impacts both customers and Aviva Canada as a whole.

Come join our team

What you'll do:
Analyze and synthesize data from various sources including operational metrics, industry and competitor data, customer complaints and feedback, to identify strategic opportunities for improvement of customer experience and operational efficiencies by:
- Turning large amounts of information into useable insights and summaries- Capturing insights and prioritizing CX improvement opportunities- Presenting data and insights in a way that enables effective decision making with collaborators across the business

Lead the design and development of regular and ad hoc reporting on customer experience, complaints and conduct risk which:
- Identifies trends in customer experience, calls out anomalies in performance, and key customer struggles- Assesses customer experience and conduct risk against key drivers (i.e. culture, decision making, governance, external events) and outcomes to customers, within the market or regulatory relationships- Delivers actionable insight on root causes and potential next steps- Evolves our understanding of customer experience through seeking to continuously improve the quality of information that is shared across the organization- Ensuring alignment to operational risk management and governance activities- Supports regulatory reporting requirements on fair treatment of customers and complaints handling

Plan and facilitate discussions with partners from across the business to understand the root causes behind complaints or customer experience issues, and determine actions/next steps required to deliver an improved customer experience, including:
- Using root cause analysis techniques to truly understand what is driving a negative customer experience- Validating findings with data to ensure that performance supports hypothesis, and ensuring that the impact of improvement efforts can be measured to determine success

Understands the end-to-end customer journey and the key metrics that are used to assess each customer journey phase in order to monitor customer experience. This includes:
- How key metrics relate to the Global Customer Experience Principles- Lead benchmarking exercises by establishing thresholds for various customer and conduct metrics within several reports, and ensuring delivery within tolerance- Initiatives that are planned to improve customer experience, and the anticipated impact to the customer journey/key metrics- Proving key insights to customer journey mapping exercises

What you'll bring:
- Bachelor’s degree or equivalent work experience required- 5-7 years' insurance experience preferred- Solid ability to collaborate and work in a team environment- Experience in a consulting or operational improvement environment is preferred- Data oriented - comfortable manipulating data, drawing insights from data, creating and speaking to succinct conclusions drawn from data- Competent with Excel - Pivot tables, Vlookup, data visualization- Familiarity with Qlik dashboards is an asset- Good understanding of KPIs and impact on overall business strategies including customer experience- Solid understanding of customer operations, preferably within P&C insurance - e.g. claims, billing, underwriting

What you’ll get:
- Compelling rewards package including base compensation, eligibility for annual bonus, retirement savings, share plan, health benefits, personal wellness, and volunteer opportunities.- Outstanding Career Development opportunities.- We’ll support your professional development education.- Competitive vacation package with the option to purchase 5 extra days off per year- Employee driven programs focused on gender, LGBTQ+, origins, diversity and inclusion- Corporate wellness programs to support our employees’ physical and mental health- Hybrid

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