Customer Strategy Lead

Aviva; London; Hybrid; GBP 80,000; Full time

Job summary

An established industry player is seeking a strategic leader to drive customer strategy and enhance digital experiences. This role is pivotal in shaping corporate strategies, working closely with senior leaders to translate complex ideas into actionable plans. The successful candidate will leverage data and marketing to identify growth opportunities and improve customer relationships. With a focus on collaboration and innovation, this position offers a unique chance to make a significant impact on customer experiences and business growth. Join a forward-thinking company committed to inclusivity and employee wellbeing.

Benefits

Generous pension scheme

29 days holiday plus bank holidays

Up to 40% discount on Aviva products

Free Aviva shares through Matching Share Plan

Flexible benefits including sustainability options

Paid volunteering days

Wellbeing support and tools

Qualifications

• Experience in shaping corporate strategies and delivering impactful outcomes.
• Proven track record of working with senior leaders and distilling complex information.

Responsibilities

• Shape and deliver customer strategy to align with market trends.
• Accountable for delivering high-quality insights and tracking KPIs.

Skills

Strategic Leadership

Data Analysis

Performance Improvement

Executive Communication

Consultancy in Financial Services

Education

Bachelor's Degree

Master's Degree

Job description

Do you have a passion for customer strategy, analysing data to drive meaningful change?

We’re looking for a strategic leader to help drive our Customer Strategy—focusing on growth, deepening customer relationships, and transforming digital experiences. Join us in leveraging data, marketing, and technology to deliver outcomes that truly set us apart. This role is ideal for someone who enjoys working with senior leaders, translating big ideas into actionable plans, and creating a real impact for customers.

A bit about the job

This role exists to shape and deliver Aviva’s customer strategy, ensuring we stay ahead of market trends and customer needs. You’ll be part of a collaborative strategy team that works across data, marketing, and digital to align priorities and drive business growth. The team is responsible for identifying new opportunities, developing customer experience, and translating strategic goals into clear, actionable plans. You’ll be accountable for delivering high-quality insights, tracking progress against key KPIs, and producing materials that support executive-level decision-making.

Skills and experience we’re looking for

• Ability to shape and deliver strategies at a corporate or functional level
• Track record of owning end-to-end deliverables to define opportunities for improved performance and delivering outcomes
• Proven experience working with senior leaders, including Executive Committees or Boards
• Skilled at distilling complex information into clear, concise, and compelling materials for senior audiences
• Consultancy experience within financial services or customer experience is desirable

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.

• Starting salary Circa £80,000 (depending on location, skills, experience, and qualifications)
• Bonus opportunity - 12% (E grade) of annual salary. Actual amount depends on your performance and Aviva’s.
• Generous pension scheme - Aviva will contribute up to 14%, depending on what you put in.
• 29 days holiday plus bank holidays, with options to buy or sell up to 5 days
• 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 Earn scheme
• Supportive policies including parental and carer’s leave
• Flexible benefits including sustainability options such as cycle to work
• Make a difference, be part of our Aviva Communities, and use your 3 paid volunteering days to help others
• We take your wellbeing seriously with lots of support and tools

Learn more and see your potential total reward by using our salary calculator.

Aviva is for everyone:

We’re inclusive and welcome applications from all backgrounds and experiences. Even if you don’t tick every box, we encourage you to apply. We also support flexible working arrangements, including part-time and job shares.

Our flexible working model allows most employees to spend about 50% of their time in the office, balancing flexibility with collaboration.

For more about working at Aviva, visit our careers page.

We interview every disabled applicant who meets the minimum criteria. Please notify us of any disclosed disability in your application.

Apply online or contact Amber Britton at 07775546100 or [e-mail] for alternative application methods.

About the company

We’re here to protect our 33 million customers from life’s unexpected twists and turns, creating a bright and sustainable future for all. As a unique composite insurer, we provide life, general, health insurance, and asset management in one place, putting customers at the heart of everything we do.