Customer Journey Consultant

Aviva; Scotland; Hybrid; GBP 80,000 - 100,000; Full time

Job summary

A leading insurance company in Scotland is seeking a proactive and detail-oriented individual for a role focused on effective claims management. Responsibilities include monitoring claims under Delegated Authority, identifying at-risk claims, and ensuring compliance with consumer duty guidance. The ideal candidate will have strong knowledge of claims processes, excellent communication skills, and the ability to manage high volumes of claims, ensuring fairness and timely resolutions. Competitive salary and benefits offered, along with opportunities for flexible working.

Benefits

Competitive salary

Bonus opportunity

Generous pension scheme

29 days holiday plus bank holidays

Aviva-funded Private Medical Benefit

Up to 40% discount on Aviva products

Up to £1,200 of free Aviva shares

Supportive policies including parental leave

Flexible benefits including sustainability options

Paid volunteering days

Qualifications

• Must have strong knowledge of end-to-end claims processes and delegated authority frameworks.
• Ability to effectively communicate findings to stakeholders.
• Experience in managing claims and improving processes.

Responsibilities

• Take ownership of claims management and monitor their progress.
• Identify claims at risk and work to bring them back on track.
• Produce reports to support discussions and decisions.

Skills

Strong knowledge of end-to-end claims processes

Ability to spot risks early and take corrective action

Skilled communicator

Great attention to detail and accuracy

Ability to manage high volumes

Job description

This is a great job for someone who…

…enjoys solving problems and improving processes. If you’re proactive, detail-focused, and passionate about delivering fair outcomes for customers, this role could be your next step.

A bit about the job

In this role, you will take ownership of ensuring effective claims management by intervening where necessary to update customers, gather information, and reduce complaint risk.

You will monitor and manage claims under Delegated Authority to maintain compliance and timely resolution, while implementing strategies that minimize delays and improve communication. A key part of the role involves identifying claims at risk of going off-plan and working collaboratively with claim owners to bring them back on track. You will partner with the Recoveries team to prevent compensation losses and optimize recovery outcomes, as well as gather insights from suppliers and liaise with the supply chain to drive corrective actions.

Additionally, you will highlight operational and supplier improvement opportunities, produce clear and objective reports to support impactful discussions, and provide support during high-volume catastrophe events. This position is accountable for ensuring fairness in line with consumer duty guidance and requires the ability to communicate findings effectively to internal and external stakeholders in a factual and easy-to-understand manner.

You’ll also share insights and collaborate with suppliers to drive improvements. It’s a role that combines communication, analysis, and teamwork to make a real difference.

Skills and experience we’re looking for

• Strong knowledge of end-to-end claims processes and delegated authority frameworks.
• Ability to spot risks early and take corrective action.
• Skilled communicator who can reduce delays and complaints.
• Great attention to detail and accuracy in reporting.
• Ability to manage high volumes and influence without direct authority.

What you’ll get 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.

• Competitive salary (depending on location, skills, experience, and qualifications)
• Bonus opportunity -8% of annual salary Actual amount depends on your performance and Aviva’s.
• Generouspensionscheme - Aviva will contribute up to 14%, depending on what you put in.
• 29 daysholidayplus bank holidays, and you can choose to buy or sell up to 5 days
• Aviva-funded Private Medical Benefitto 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 ourMatching Share Planand share in the success of Aviva with ourSave As You Earnscheme
• Brilliantlysupportive policiesincluding parental and carer’s leave
• Flexible benefitsto suit you, includingsustainability optionssuch as cycle to work
• Make a difference, be part of ourAviva Communitiesand use your 3paid volunteering daysto help others
• We take yourwellbeingseriously with lots of support and tools

Take a look to learn more. Put a salary into this calculator to see what your total Aviva Reward could be.

Aviva is for everyone:

We’re inclusive and welcome everyone – we want applications from all backgrounds and experiences. Excited but not sure you tick every box? Even if you don’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 around 50% of their time in our offices every week - combining the benefits of flexibility, with time together with colleagues.

To find out more about working at Aviva take a look here

We’d love it if you could submit your application online. If you require an alternative method of applying, please send an email to [e-mail].