Customer Communications Manager

Aviva plc; Leeds; On-site; GBP 41,000 - 50,000; Full time

Benefits offered by this job

Bonus opportunity (10% of salary)

Pension scheme (up to 14%)

29 days holiday + bank holidays

Private medical benefit

Discount on Aviva products up to 40%

Matching Share Plan up to £1,200

Save As You Earn scheme

Flexible benefits including cycle to/4

Volunteer days (3 paid)

Wellbeing support

Job summary

Aviva plc is seeking a Customer Communications Manager in Leeds for a 12-month FTC. You will lead the customer communications strategy across channels including email, SMS, in-app messages and push notifications, ensuring clarity, consistency and alignment with consumer duties.

You will work with product, business and engineering teams to translate requirements into effective communications and drive improvements across the customer journey.

Qualifications

• Strong written and verbal communication skills across business teams.
• Ability to make sound decisions and solve problems.
• Customer-centric approach to Rescue customers.
• Desirable knowledge of conditional logic and data items.
• Understanding of current/legacy products is advantageous.

Responsibilities

• Lead the communication strategy across email, SMS, in-app messaging and push notifications to align with business objectives and customer needs.
• Oversee customer communications governance and ensure effective delivery across channels.
• Translate customer and business requirements into clear communication solutions with cross-functional teams.
• Chair the Rescue Customer Communications Forum to support informed decision‑making.
• Leverage customer insight and performance data to improve communications and digital adoption across the journey.

Skills

Communication

Decision making

Customer focus

Conditional logic knowledge

Product knowledge

Job description

Role – Customer Communications Manager

Location – Leeds

Duration - 12 month FTC

Salary - circa £45.000

In this role, you'll lead the communication strategy for Green Flag, ensuring our customer communications are clear, consistent and aligned to both business objectives and customer needs. You'll oversee communications across channels including email, SMS, in-app messaging and push notifications, helping customers understand and engage with our products while meeting Consumer Duty requirements.

A bit about the job:

Working closely with product, business and engineering teams, you'll translate customer and business requirements into effective communication solutions, ensuring successful delivery and a seamless customer experience. You'll also lead the Rescue Customer Communications Forum, providing governance, oversight and constructive challenge to support informed decision‑making.

Using customer insight, feedback and performance data, you'll identify opportunities to improve communications, increase digital adoption and deliver better outcomes for customers. As the subject matter expert for our print and digital communication supply chain, you'll ensure robust controls are in place while driving continuous improvement, efficiency and value across the customer journey.

Skills and experience we’re looking for:

• Strong communication skills – excelling written and verbal communication skills to effectively discuss business problems and solutions across business teams.
• Strong decision making, problem solving and analytical skills to develop and evaluate design/delivery options to solve complex issues.
• Customer centric approach – able to understand and meet the needs of Rescue customers
• Some technical knowledge of conditional logic and system data items is desirable
• Product knowledge – understanding current/legacy products is advantageous

Whatyou’llget for this role:

Our purpose - with you today, for a better tomorrow – is a promise we make to our colleagues too.And one of the ways we live up to that promise is by investing in you.We have so much to offer when it comes to being an Aviva colleague.

• Starting salarycirca£45.000 (depending on location, skills, experience, and qualifications)
• Bonus opportunity –10%of annual salary Actual amount depends on your performance and Aviva’s.
• Generous pensionscheme - Aviva will contribute up to 14%, depending on what you put in.
• 29days holidayplus 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 Earnscheme
• Brilliantly supportive policiesincluding parental and carer’s leave
• Flexible benefitsto suit you, including sustainability optionssuch as cycle to work
• Make a difference, be part of our Aviva Communitiesand use your 3 paid volunteering days to help others
• We take your wellbeingseriously with lots of support and tools

Aviva is for everyone:

We’reinclusive and welcome everyone– we want applications from all backgrounds and experiences. Excited but not sure you tick every box? Even if youdon’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.