Head of Customer Research

2 weeks ago

York, Canada Aviva Full time

We have an exciting opportunity for a Head of Customer Research & Insight to join our new Marketing Centre of Excellent (CoE). The Marketing CoE has been created with the aim of building world class capabilities across key marketing disciplines, from planning through to rapidly evolving digital marketing channels. It changes the emphasis of what we do from product to customer and capability, with the ambition of delivering on our One Aviva strategy. The Marketing CoE sits alongside similar Data and Digital CoEs, supporting our Go to Market (GTM) teams as they translate business objectives into actionable customer centric campaigns, communications and experiences.

The Marketing CoE is made up of 5 specialist teams - Marketing Strategy, Reporting and Planning; CRM, Content and Creative; Digital Marketing and Media; Customer Insight and Research; the team will lead on all marketing activity.

The Head of Customer Research & Insight role offers a great opportunity to lead a team of passionate insight and research practioners, transforming the role of insight within Aviva so it drives great customer experiences and outcomes. We’re looking for an experienced, and equally passionate insight and research leader, gained ideally from working within an insurance or financial services company.

A bit about the job:
You will lead the Customer Insight & Research team within the Marketing CoE, owning external research, delivering actionable voice of the customer, RNPS, TNPS and OES insights and putting the customer at the heart of everything we do.

Skills and experience we’re looking for:

- Commercial outlook, with a focus on insights that help to deliver results, excellent stakeholder management and storyteller
- Experience of working in a highly regulated industry
- Detailed understanding of research and insight channels, tools, techniques and methodologies
- Experience of transforming the culture of insight to place it front and centre within an organisations thinking and activity
- Innovative and entrepreneurial - willing to try new things to build the reputation of the discipline within the business

What you’ll get for this role:

- Starting salary of circa £100,000 depending on location, skills, experience, and qualifications
- Generous pension (starting level Aviva contributes 8% when you contribute 2%)
- Eligibility for annual performance bonus of between 0% - 50%
- Long Term Incentive Plan (Restricted Stock Units) for high performers, between 10% and 30% of salary
- Private Medical Insurance for self
- Family friendly parental and carer’s leave
- 29 days holiday per year plus bank holidays and the option to buy/sell up to 5 additional days
- Up to 40% discount for Aviva products
- Brilliant flexible benefits including electric cars
- Aviva Matching Share Plan and Save As You Earn scheme
- 21 volunteering hours per year

Aviva is for everyone:
We are inclusive and

welcome everyone

We flex locations, hours and working patterns to suit our customers, business, and you.

Most of our people are smart working - spending around 60% of their time in our offices and 40% at home.

To find out more about working at Aviva take a look

here

.

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